Relomote
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Customer Support Representative

Hone
Posted 16 hours ago
PakistanRemoteCustomer Support
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About the Role:


We are looking for a Customer Support Agent based in Pakistan to provide world-class IT support during UTC [day or night time hours]. This role is critical in ensuring our global user base receives timely, high-quality assistance, while also directly contributing to company growth through collaboration and process improvement.


We are hiring for the following shifts:

  • 2:00 AM – 10:00 AM UTC: 1 Agent — Weekdays only
  • 10:00 AM – 6:00 PM UTC: 1 Agent — Weekdays & Weekends
  • 6:00 PM – 2:00 AM UTC: 2 Agents — 1 for Weekdays & Weekends, and 1 for Weekdays only


Support Operations

  • Respond to customer inquiries through Zendesk Helpdesk, Discord priority tickets, and Discord public channels.
  • Troubleshoot issues, escalate when necessary, and ensure resolutions are well-documented.
  • Manage and maintain the user base via the admin panel with accuracy and attention to detail.


Team Contributions

  • Contribute directly to quarterly team & company OKRs, ensuring alignment with strategic goals.
  • Actively participate in scheduled CX team meetings to share updates, raise concerns, and review progress.
  • Join weekly Company All-Hands meetings every Monday to stay aligned with company-wide initiatives.


Cross-Functional Collaboration

  • Work closely with Product and Engineering teams to communicate recurring user pain points, bugs and related problems in proper formatting.
  • Provide structured feedback to help improve workflows, features, and customer satisfaction.


Continuous Improvement

  • Document processes, FAQs, and common troubleshooting steps to strengthen the knowledge base.
  • Maintain a customer-first mindset while balancing company priorities.


Requirements for Position

  • 2 Years of Customer Support or CX Experience (Gaming & Tech preferred)
  • 2 Years of Windows IT Experience
  • Familiarity with Discord or other media platforms (Zendesk preferred)
  • Excellent written and verbal English communication skills
  • Technical background or interest in software/product troubleshooting
  • Strong problem solving mindset with attention to detail
  • Comfort with using web based tools and platforms


Desirable Qualities

  • Previous experience in gaming environments


Why Hone?

  • Fully remote
  • Gaming Industry Impact
  • A fun and friendly work environment


If this sounds like the perfect opportunity for you, please apply now. We look forward to hearing from you

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