Helpdesk Support Agent

Company: A fast growing, US-facing skill game competition platform (brand shared at interview stage)
Location: Limassol, Cyprus (on site)
Contract: Full time, rotating shifts, including night shifts on site

About the role

We are hiring a Helpdesk Support Agent to be the first line of technical support for our players. You will resolve account, payment and verification questions like any support agent, and you will also diagnose and fix technical issues: games that fail to load, login and access problems, device and browser errors, and failed transactions.

When something is broken, you will reproduce it, gather the evidence and hand engineering a clear, complete bug report. You will work alongside AI tools every day and help us improve them.

This is an on site role in Limassol, working in shifts that include night shifts on site.

Key responsibilities:

The role covers the full customer support scope plus a technical layer. 

Player support (core):

• Help players through live chat and email with clear, friendly and accurate answers
• Handle account, payment and identity verification questions, following internal procedures
• Keep accurate notes on every case and tag conversations correctly so reporting stays reliable
• Escalate complex, sensitive or high value cases to the right team with full context

Technical support (helpdesk):

• Troubleshoot access and login issues: password resets, two factor authentication, locked accounts, email and SMS codes not arriving
• Diagnose game and platform issues: games not loading, freezing or disconnecting mid competition, scores not recording, results not appearing
• Resolve device and browser problems: compatibility, cache and cookies, pop up and extension conflicts, VPN, proxy and location detection errors
• Investigate failed or pending transactions from the technical side: payment page errors, declined attempts, purchases not credited, and confirm status in the back office
• Support players through identity verification technical issues, such as document uploads failing, camera access and selfie checks
• Reproduce reported issues across devices and browsers, and collect evidence: screenshots, screen recordings, timestamps, device and browser details, error messages
• Log bugs for engineering with clear steps to reproduce, expected versus actual result, severity and number of players affected
• Spot patterns early: when several players report the same problem, raise it as a possible incident and keep a known issues list up to date
• Follow each technical case through to resolution and update affected players once a fix is live
• Write and update troubleshooting articles for the player Help Centre and internal guides for the support team
• Test new features and releases from a player’s point of view before and after go live.

What we are looking for

Essential:

• At least 1 year in customer support, technical support or a helpdesk role, ideally in gaming, iGaming or type of online casino consumer product
• Excellent written English and a clear, friendly tone, including when explaining technical steps to non technical players
• Solid everyday technical knowledge: web browsers, iOS and Android devices, Windows and macOS, cache and cookies, network and connectivity basics
• A structured way of troubleshooting: ask the right questions, isolate the cause, test and confirm the fix
• Hands on use of AI tools in daily work, a good eye for when an AI answer is wrong, and interest in helping train an AI support agent
• Attention to detail and accurate case notes
• Available to work on site in Limassol, in rotating shifts including night shifts and weekends, to cover US player hours

Desirable:

• Experience reviewing or training an AI support agent, for example writing snippets or content for Intercom Fin or a similar tool
• Experience with a ticketing or live chat platform such as Intercom or Zendesk
• Experience logging bugs in a tracking tool such as Jira, Monday.com, etc
• Familiarity with browser developer tools: reading console errors and checking network requests
• Experience supporting online payments or identity verification
• Experience writing help centre or knowledge base articles
• Basic understanding of how web and mobile apps are released and tested

How you will work with AI

Using AI in your daily work:

• Use AI assistance to find answers, summarise long conversations and draft replies, then check and adjust before sending
• Pick up conversations the AI agent hands over, and understand why it handed them over

Improving the AI agent:

• Review AI agent conversations daily and flag wrong, incomplete or outdated answers, with the correct answer attached
• Turn resolved technical cases into content the AI agent can use: troubleshooting snippets, help articles and step by step fixes
• Draft and update the AI agent’s content sources, such as snippets, answers and guidance, for Team Lead review before they go live
• Test the AI agent against real player questions before and after each change, including new features and releases, and report the results
• Suggest improvements to AI handover rules, bot workflows and conversation tags when you see players getting stuck or looping
• Track recurring questions the AI agent cannot answer yet and propose the content that would close the gap