User support engineer in media and entertainment

MWDN Ltd.; United States; À distance; USD 50 000 - 70 000; Plein temps

Avantages offerts par ce poste

People-first management

Friendly company culture

Flexible working hours

29 days PTO (18 working days + public)

10 paid recovery days

Support for independent contractors

Free English classes with native/Ukr

Dedicated HR support

Résumé du poste

MWDN Ltd. is seeking a customer support specialist to handle in‑app chat, email and web form inquiries for our digital products. You will diagnose issues, provide clear English responses, and follow troubleshooting procedures while collecting device details and reproduction steps.

You will work with Zendesk/Intercom, manage subscriptions, purchases, cancellations and refunds, and escalate when needed. We value empathy, accuracy, and adherence to privacy and QA standards.

Qualifications

• 4+ years in customer support or a front-facing role.
• Fluent English with clear written and verbal communication.
• Experience handling tickets in modern support platforms (Zendesk/Intercom).
• Experience supporting payments, subscriptions, cancellations and refunds.
• Ability to document issues with evidence and reproduce steps.

Responsabilités

• Handle requests across in‑app chat, email and web forms.
• Provide clear, empathetic English responses and adapt to user situations.
• Investigate playback, login, account access and app issues.
• Review history, follow troubleshooting steps, gather device details and reproduction steps.
• Manage purchases, missing content, cancellations, billing questions and refunds.
• Verify purchase channels and transaction status and act within policies.
• Escalate with context and keep records accurate; follow team guidelines.
• Meet response-time, resolution and quality targets; apply QA feedback.
• Contribute to knowledge base, FAQs and internal docs.

Connaissances

4+ years experience

Fluent English

Strong written & verbal

Billing & subscriptions familiarity

Empathy & problem solving

Outils

Zendesk

Intercom

Braze

Mixpanel

Paddle

Apple in-app purchases

Google Play

Description du poste

Описание

MWDN is a global IT outstaffing company with 23+ years of experience that connects exceptional tech talent with leading companies across Israel, the USA, Great Britain, and Western Europe. We offer opportunities to work on international products in a stable and professional environment.

Задачи

Handle requests across in‑app chat, email and web forms. Write clear, empathetic and accurate responses in English, adapting them to the user’s situation. Investigate playback, login, account access and app issues. Review contact history, follow troubleshooting procedures, and collect relevant device details, screenshots and reproduction steps. Help with coin purchases, missing paid content, cancellations, billing questions and refund requests. Verify the purchase channel and transaction status, and take actions within approved policies and access permissions. Categorize and prioritize tickets using team guidelines, keep records and internal notes accurate, and elevate with complete context. Follow up with users and internal teams until the required actions are complete. Use the team’s helpdesk, approved macros, workflows and AI‑assistant tools. Check generated responses against the case and support guidance before sending, and flag inaccurate answers or workflow issues. Contribute updates to existing FAQs, knowledge base articles and internal instructions. Report recurring issues and suggest practical improvements to the support lead. Meet agreed response‑time, resolution and quality targets. Apply QA feedback, follow privacy and account‑verification procedures, and flag workload or case blockers promptly.

Требования

4+ years of experience in customer support or a customer‑facing role, ideally supporting a mobile app or digital product. Fluent English with excellent written and verbal communication and the ability to explain technical or billing issues clearly. Hands‑on experience handling tickets in Zendesk, Intercom or a similar support platform, including statuses, tags, macros, internal notes and escalations. Experience supporting payments and subscriptions, including purchase verification, cancellation and refund procedures; familiarity with Paddle, Apple in‑app purchases or Google Play. Ability to investigate technical issues, follow troubleshooting guidance and prepare clear bug reports with relevant evidence. Strong organization and attention to detail, with the ability to manage a busy queue, follow priorities and maintain accurate case records. Customer empathy, sound judgment and a willingness to ask for clarification or elevate when a case exceeds your access or authority. Comfort learning new tools and using approved AI assistance while taking responsibility for the accuracy of your work. Будет плюсом: Experience in mobile entertainment, streaming or gaming; Experience using AI‑assisted support tools and contributing to macros, help articles or workflow improvements; Familiarity with support reports, app‑store reviews, or CRM and analytics tools such as Braze or Mixpanel

Условия

• People‑first management with minimal bureaucracy
• A friendly company culture, proven by employees who choose to return
• Flexible working hours
• 29 days of PTO (18 working days per year pluse all national holidays)
• 10 paid recovery days
• Full financial and legal support for independent contractors
• Free English classes, with native speakers or Ukrainian teachers
• Dedicated HR support