User Support Engineer
Employer · MWDN
Help desk technician
Enquiry clerkContact centre agentFlexibleFull-timeBudapest
MWDN is a global IT outstaffing company connecting exceptional tech talent with leading companies worldwide. We are looking for a passionate and resourceful User Support Engineer to join our new exciting project in the media and entertainment domain for an Israel-based startup building a mobile-first app for micro dramas.
Tasks
- Customer support: Handle requests across in-app chat, email and web forms. Write clear, empathetic and accurate responses in English.
- Technical troubleshooting: Investigate playback, login, account access and app issues. Collect relevant device details, screenshots and reproduction steps.
- Payments and subscriptions: Help with coin purchases, missing paid content, cancellations, billing questions and refund requests.
- Ticket ownership and escalation: Categorize and prioritize tickets using team guidelines, keep records and internal notes accurate, and escalate with complete context.
- Support tools and AI: Use the team's helpdesk, approved macros, workflows and AI-assisted tools.
- Documentation and feedback: Contribute updates to existing FAQs, knowledge base articles and internal instructions.
- Quality and performance: Meet agreed response-time, resolution and quality targets.
Conditions & benefits
SecurityWe carefully vet our clients to minimize risks and ensure reliability and timely payments - no fraud or unpleasant surprises.Career supportIf a project isn't the right fit, we support you and actively help find new opportunities that match your skills and career goals.Legal assistanceWe provide guidance on legal matters, including opening and managing your independent contractor or sole proprietorship status, taxes, and related processes.Professional developmentWe offer English courses and professional growth opportunities, as well as team-building events.Flexible working hours29 days of PTO18 working days per year plus all national holidays10 paid recovery days
Requirements
- 4+ years of experience in customer support or a customer-facing role, ideally supporting a mobile app or digital product.
- Fluent English with excellent written and verbal communication and the ability to explain technical or billing issues clearly.
- Hands-on experience handling tickets in 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.
- Ability to investigate technical issues, follow troubleshooting guidance and prepare clear bug reports with relevant evidence.
- Strong organization and attention to detail, with the ability to manage a busy queue, follow priorities and maintain accurate case records.
- Customer empathy, sound judgment and a willingness to ask for clarification or escalate when a case exceeds your access or authority.
- Comfort learning new tools and using approved AI assistance while taking responsibility for the accuracy of your work.