Billing Support Specialist

ABOUT GUNZILLA GAMES

Founded in 2020, Gunzilla Games is the independent AAA video game developer and publisher behind the free-to-play mobile game TECHNOCORE, the gamer-first blockchain GUNZ, and the upcoming next-gen battle royale Off The Grid, in three metropolitan locations: Frankfurt, Germany (HQ); Kyiv, Ukraine; and London, UK. The company is helmed by CEO Vlad Korolov and CSO Alexander Zoll. Gunzilla is built on the desire to innovate and push the limits of the games industry.

Gunzilla’s formidable team of talent comes from a variety of industry-leading studios and publishers (Ubisoft, Electronic Arts (EA), THQ, etc.) as well as Oscar-nominated screenwriter, director, and producer Neill Blomkamp, Chief Visionary Officer, and the author of the Altered Carbon series, which has been adapted into a popular Netflix show, Richard K. Morgan, Script Writer.

The Gunzilla Leadership team includes well-known industry professionals like Timur Davidenko, Chief Technology Officer (Far Cry, Warface, and Crysis), Dmitriy Markov, Technical Director (Metro Exodus, ARKTIKA.1), Volodymyr Savin, Audio Director (Cut the Rope, Metro Exodus, HBO’s Chernobyl series), Petr Cherkes, Design Director (The Last of Us, Uncharted 3, Star Wars: The Old Republic), Krasimir Nechevski, Animation Director (Adam, Book of the Dead), Nikolas Gekko, Lead Art Director, (Call of Duty: WWII, Halo Infinite, Destiny) and Kiran Pulicheri, Technical Art Director (Control, Far Cry 6).

OUR VALUES

• Players First & Foremost. We aim to create titles that players love and get lost in, so our games are developed with them in mind from the start.
• We Believe in Our People. We believe in building strong teams of self-motivated individuals empowered to work at their best in a supportive environment; when we’re strong together, we thrive together.
• Commitment to Engagement & Quality. We are deeply passionate about what we do, ensuring we produce next-generation experiences of the highest calibre.
• Make Bold Moves & Innovate. We strive to make bold moves and push technology to its limits; there are no wrong steps if the outcome redefines the boundaries.
• Open & Honest. We believe in building trust through transparency and honest communication. We’re proud of who we are, what we stand for, and what we’re building.

ABOUT THE JOB

Gunzilla Games is looking to recruit a Billing Support Specialist to assist our customers with any billing-related inquiries or issues. In this role, you will be responsible for managing billing queries, processing transactions, and ensuring the accuracy of financial data.

The ideal candidate is detail-oriented, with excellent customer service skills, and experience in handling financial transactions and customer accounts. We are looking for someone who can work independently, maintain a high level of accuracy, and deliver exceptional service to our customers.

RESPONSIBILITIES

• Assist customers with billing-related inquiries and issues via chat, email, and social media channels, ensuring timely and accurate resolution.
• Investigate and follow up on inquiries/issues and respond/resolve as efficiently as possible.
• Process transactions, refunds, and adjustments in line with company policies and procedures.
• Investigate and resolve discrepancies in billing and payment information, coordinating with internal teams as needed.
• Maintain accurate records of all customer interactions and transactions, ensuring data integrity in our billing systems.
• Help develop and refine billing support policies/workflows to improve efficiency and customer satisfaction.
• Help develop and conduct training sessions for player support representatives based on the billing policies/workflows.
• Monitor and report on common billing issues and trends, providing feedback to improve the overall customer experience.
• Assist in the creation and updating of billing-related help center articles and FAQs.
• Ensure compliance with financial regulations and company policies during all billing interactions.
• Other duties as assigned.

REQUIREMENTS

• 2-3 years of experience in Billing Support, preferably in the games industry.
• Strong communication skills, with the ability to convey complex financial information clearly and professionally to customers, team members and stakeholders.
• Excellent problem-solving skills, and ability to identify, empathize, and address agent and player issues in a timely manner.
• Experience working with billing systems, CRM software, or other financial transaction tools.
• Familiarity with payment gateways and online payment processing.
• High level of accuracy and attention to detail in handling financial data and customer accounts.
• Ability to work independently and manage multiple tasks simultaneously.
• Comfortable with social media and other online communication channels.
• Proficiency with Microsoft Office, or equivalent tools.
• Customer service orientation, with a passion for helping others and resolving issues.
• Advanced typing skills.

PLUSES

• Understanding of Playfab and/or XSolla and/or XBOX/PS console stores.
• Experience with support software like Zendesk, Salesforce, or other support tools.
• Knowledge of financial regulations and compliance related to billing and transactions.
• Experience in subscription-based services or SaaS platforms.
• Passion for video games.