User Support Engineer

🕒 Outubro 27

🇵🇱 Polônia – Remoto

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

👻 Score fantasma 25%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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MWDN

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

📦 Logística

🏥 Saúde

Consulting • Logistics • Healthcare

A MWDN é uma empresa completa de serviços de TI especializada em desenvolvimento de software, web design, desenvolvimento mobile (iOS e Android) e desenvolvimento para desktop. Com mais de 200 software engineers contratados internamente, a MWDN oferece serviços como staff augmentation, dedicated teams e recrutamento global de profissionais de TI. Com atuação global e delivery centers na Europa Central e Oriental, a MWDN conecta empresas dos Estados Unidos, da Europa e de Israel aos melhores talentos de tecnologia, sempre com foco em soluções econômicas e serviços personalizados de acordo com as necessidades de cada cliente.

Descrição

• Own the entire support function • Handle customer requests across in-app chat, email, and web forms • Write clear, empathetic, and accurate responses in English • Investigate playback, login, account access, and app issues • Review contact history and follow troubleshooting procedures • Collect device details, screenshots, and reproduction steps • Assist with coin purchases, missing paid content, cancellations, billing questions, and refund requests • Verify purchase channels and transaction statuses • Take actions within approved policies and access permissions • Categorize and prioritize tickets using team guidelines • Maintain accurate records and internal notes • Escalate tickets with complete context and follow up with users and internal teams • Use the helpdesk, approved macros, workflows, and AI-assisted tools • Check generated responses against the case and support guidance before sending • Flag inaccurate answers and workflow issues • Update FAQs, knowledge base articles, and internal instructions • Report recurring issues and suggest practical improvements to the support lead • Meet response-time, resolution, and quality targets • Apply QA feedback and follow privacy and account-verification procedures • Flag workload or case blockers promptly

🎯 Requisitos

• 4+ years of experience in customer support or a customer-facing role • Ideally, experience supporting a mobile app or digital product • Fluent English with excellent written and verbal communication • Ability to explain technical or billing issues clearly • Hands-on experience with 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 • Ability to manage a busy queue, follow priorities, and maintain accurate case records • Customer empathy, sound judgment, and willingness to ask for clarification or escalate cases beyond access or authority • Comfort learning new tools and using approved AI assistance while taking responsibility for work accuracy • Experience in mobile entertainment, streaming, or gaming is nice to have • Experience using AI-assisted support tools and contributing to macros, help articles, or workflow improvements is nice to have • Familiarity with support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel is nice to have

🏖️ Benefícios

• Security through careful client vetting to minimize risks and ensure reliable, timely payments • Career support and assistance finding new opportunities • Legal assistance with independent contractor or sole proprietorship status, taxes, and related processes • English courses and professional growth opportunities • Team-building events • Flexible working hours • 29 days of PTO (18 working days per year plus 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

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