Position: Support
Hiring Model: 100% Remote | Full-time | PJ
About The Classic Games
As the largest company in the segment, The Classic Games is dedicated to keeping the great classics of MMORPGs alive. We create and manage private servers focused on stability, balance, and constant evolution, always respecting the essence that has marked generations of players.
About the product
Our product is a free-to-play epic fantasy MMORPG, supported by one of the most loyal and engaged global communities in the genre. We are dedicated to keeping a game that users have loved for generations alive and relevant, placing continuous community feedback at the forefront of our product's evolution.
Support is the heart of our relationship with the community. You will be the voice of The Classic Games in direct contact with our players, ensuring agile, transparent, welcoming, and humanized service. Your main goal will be to resolve doubts, address technical or gameplay issues, and transform each interaction into a real demonstration of our commitment to dedicated support.
What you will do on a daily basis
- Multichannel Support: Provide technical and operational support to players through our official channels (ticket/email systems, Discord, and forums).
- Problem Resolution: Assist users with account access issues, questions about game mechanics, support for donations/transactions, bug reports, and connection instability.
- Community Mediation: Help promote a respectful, collaborative, and welcoming environment, applying our community guidelines always with ethics and clarity.
- Bridge with the Technical Team: Identify patterns in reports or operational failures, documenting incidents and bringing relevant community feedback directly to the development and management teams.
- Knowledge Base: Create and keep updated guides, tutorials, and Frequently Asked Questions (FAQ) articles to facilitate player self-service.
Mandatory prerequisites
- Passion for MMORPGs: Experience, genuine interest in the universe of classic online games, and understanding of gamer culture.
- Excellent Communication: Excellent command of grammar and writing in Portuguese, with the ability to express oneself clearly, empathetically, and professionally.
- Emotional Intelligence: Patience and tact to manage conflict situations, item loss, or player frustration in a calm and constructive manner.
- Analytical Skills: Ability to investigate problems thoroughly, understand the user's technical context, and propose quick and assertive solutions.
- Ethics and Responsibility: Integrity in handling account data, moderation, and sensitive server information.
Differentials
- Previous experience in customer service, technical support, or community moderation (especially in the gaming or technology segment).
- Moderation/management of servers on Discord.
- Practical knowledge of MMORPG mechanics and basic understanding of how online servers and networks work.
- Basic or intermediate English (for reading technical logs or supporting foreign players).
Apply
Fill out the form: https://forms.gle/df2SyvrcrtN9bHeo7