Level 1 - Customer Support Agent (Part-time)

About the roleNodecraft is hiring a part-time Level 1 Support Agent to join our Customer Support team. This role serves as the frontline of customer interactions, working directly with users to troubleshoot issues, answer questions, and ensure a smooth overall hosting experience. You’ll be working in a fast-paced, chat-driven environment that requires consistent focus, multitasking, attention to detail, and strong written communication. This role requires the ability to work independently while managing a consistent support workload.ResponsibilitiesProvide support to customers across chats during assigned shifts.Resolve common and complex issues related to:Game servers, mods, plugins, resources, and configurationsPanel usage and server managementBilling and basic account concernsIdentify edge cases or higher-complexity issues and escalate appropriately.Maintain clear, accurate, and professional communication in all interactions.Create and update knowledgebase articles based on recurring issues or topic gaps.Maintain internal documentation for processes and troubleshooting steps.QualificationsPrior customer service experienceFamiliarity with game server hosting environmentsExperience with a wide variety of games such as Minecraft, Terraria, FiveM, or similarUnderstanding of mods, plugins, and server configurationsStrong written communication skills with attention to detailComfortable working independently in a remote environmentPreferred ExperienceExperience with CRM platforms (Intercom or similar)Familiarity with internal communication tools such as SlackExperience working on a remote teamExperience with issue tracking or project management tools (Linear, Jira, or similar)CompensationThe pay rate for this role is:$11.00 USD per hour (Remote (United States))

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