Job Description

HyperHug is an international game development studio specializing in the shooter genre. Our main office is based in Cyprus, but our talented team works remotely from around the world. We’re developing Oxide: Survival Island, an immersive multiplayer survival shooter for mobile platforms, and we’re always looking for motivated individuals who want to grow with us, contribute their creativity, and help shape the future of our games.

We’re looking for a Support Agent to help us deliver fast, friendly, and accurate assistance to our players. You’ll manage incoming tickets, maintain and improve our knowledge base, set up basic automations or bots when needed.

What You’ll Be Doing:

• Respond to player inquiries in SDK with clarity and empathy.
• Correctly categorize, tag, investigate, and escalate tickets when needed.
• Review complaints, verify evidence, and apply account actions (including bans) when appropriate.
• Perform required actions in internal tools/systems to resolve player cases.
• Update and create FAQ/KB articles, proofread content for new releases.
• Monitor our Discord community for bug reports and player issues.
• Validate community bug reports and prepare structured bug tickets for the development team.
• Support and create SDK automations (adjust rules, report errors).
• Monitor recurring problems, identify incidents, and provide structured feedback.
• Assist in preparing for new game versions by validating player-reported issues, and preparing clear bug reports for the development team.

What We Expect From You:

• Experience in customer support in gaming companies.
• Strong written English and clear, friendly communication.
• Fluent Russian is a plus.
• Familiarity with SDK, willingness to learn automation workflows.
• Experience with Appfollow or similar platforms is a plus.
• Ability to follow processes, use internal tools, and document actions.
• Organized, detail-oriented, quick learner, able to work independently.
• Able to work a fixed 5-day schedule that includes weekends.
  Available shifts are 01:00–10:00, 15:00–00:00, 16:00–01:00, or 21:00–06:00 Cyprus time (UTC+3 in summer / UTC+2 in winter).
  The exact shift and working days will be agreed in advance.
  Shifts are fixed, not rotating.

What We Offer:

• Competitive salary.
• Monthly lunch allowances via Wolt.
• Health benefits - comprehensive medical insurance and SportBenefit membership.
• Car rental.
• School fee contribution for children.
• A passionate and supportive team that values creativity and ownership.
• Opportunities for professional growth.
• A culture built on initiative, transparency, and collaboration.

How to Apply

https://jobs.ashbyhq.com/hyperhug/b8956252-6d26-400e-971e-f1b68c7fa860/application

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About Company

HyperHug