Customer Support & Order Delivery Specialist (Remote) Video Game Company

Location: Remote
Hours: Full-time, 60 hours/week (5 shifts x 12 hours)
Schedule: Exact schedule TBD; may include nights, weekends, and holiday coverage

Role Overview

We are hiring a reliable, detail-oriented Customer Support & Order Delivery Specialist to help deliver digital video game items/currency/services to customers and provide high-quality support throughout the order process. This role is remote and requires consistent availability during assigned 12-hour shifts.

Key Responsibilities

Deliver digital video game items/currency/services accurately and on time based on customer orders

Communicate with customers via chat/ticket systems to confirm order details, delivery instructions, and status updates

Troubleshoot common delivery issues and escalate complex cases to supervisors when needed

Follow internal procedures to ensure safe, consistent delivery and account protection best practices

Maintain clear internal notes and order documentation (delivery times, confirmations, exceptions)

Monitor queues during shift to keep response times fast and customers informed

Identify repeat issues and propose process improvements to reduce delays and errors

Requirements

Strong written English communication (clear, friendly, professional)

High attention to detail and ability to follow step-by-step processes consistently

Comfortable working long shifts (12 hours) and a 60-hour weekly schedule

Ability to work nights if assigned, including weekends and holidays as needed

Reliable high-speed internet and a quiet work environment

Strong computer skills and comfort using multiple tools at once (browser tabs, chat, tickets, spreadsheets)

Ability to stay calm under pressure during high-volume periods

Preferred Qualifications

Prior customer service experience (chat/ticket support preferred)

Experience with online gaming communities or familiarity with common MMO/ARPG terminology

Experience handling digital deliveries, order fulfillment, or moderation/operations work

Fast, accurate typing and strong multitasking

Performance Expectations

Accurate and timely deliveries with minimal errors

Professional customer communication with consistent follow-through

Strong attendance and punctuality across scheduled 12-hour shifts

Ability to learn and apply internal workflows quickly