Support Agent – Player Assistance for Mobile Games

About the role

HyperHug is seeking a Support Agent to provide fast, friendly, and accurate assistance to players of its upcoming mobile multiplayer shooter, Oxide: Survival Island. You will work remotely or from the Cyprus office, handling player tickets, maintaining knowledge‑base content, and supporting community channels.

Key responsibilities

• Respond to player inquiries via the SDK with clear, empathetic communication.
• Categorize, tag, investigate, and appropriately escalate tickets.
• Review complaints, verify evidence, and apply account actions such as bans.
• Update and create FAQ/knowledge‑base articles and proofread release notes.
• Monitor Discord for bug reports, validate them, and generate structured tickets for developers.
• Support and create basic SDK automations, adjusting rules and reporting errors.
• Identify recurring issues, provide incident feedback, and assist in preparing bug reports for new game versions.

Required profile

• Experience in customer support, preferably in gaming or mobile apps.
• Strong written English; Russian is a plus.
• Ability to follow defined processes, use internal tools, and document actions.
• Organized, detail‑oriented, quick learner who can work independently.
• Availability for a fixed 5‑day schedule that includes weekends, with shift times as specified.

Required skills

• Familiarity with SDKs.
• Experience with Appfollow or similar analytics platforms (optional but valued).

What we offer

• Competitive salary.
• Choice to work onsite in Cyprus or remotely from abroad.
• Fixed shift schedule with several time‑zone options.
• Opportunity to influence a high‑profile multiplayer survival shooter.
• Supportive, creative team and opportunities for professional growth.