DEFY Labs

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Technical Support Analyst

  • Customer & Community
  • Full-time
  • Remote
  • 30K - 40K USD a year

2022-09-01 05:52:36 UTC

About Us

Defy Labs is company behind the world’s first augmented reality move-to-earn game. We launched the game into alpha in April 2022 and have since grown to over 30k Twitter followers and over 1000 playing our alpha. It’s going well!

About The Role

We are struggling to keep up with all the feedback from our community. We’re a tiny team, and we’d love someone to help us provide our players with a better experience by being present for them and helping them out more consistently. Currently we jump in and help as much as we can, but it kills us when we discover a player hasn’t been able to play for a day when there was a workaround to their problem.

We are looking for someone to make our player base feel better supported. Part of this is engaging the community in Discord and discussing the game with them, but it also entails:

  • Manage and improve the support workflow

  • Creating FAQs and support documentation

  • Directing players to solutions that we’ve provided

  • Managing our support backlog using a ticketing system

  • Providing visibility to the Product Development team of what the most important issues are from our player’s perspective

  • Perform quality control on our game before it gets in our customer’s hands

Please note that this is our first Support hire, so in the near future it’ll be important that you have set up systems in a way that helps you bring new people on board, and demonstrate leadership to them in what a fantastic experience looks like to our player base when seeking support.