About the role
Nodecraft 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.
Responsibilities
- Provide support to customers across chats during assigned shifts.
- Resolve common and complex issues related to:
- Game servers, mods, plugins, resources, and configurations
- Panel usage and server management
- Billing and basic account concerns
- Identify 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.
Qualifications
- Prior customer service experience
- Familiarity with game server hosting environments
- Experience with a wide variety of games such as Minecraft, Terraria, FiveM, or similar
- Understanding of mods, plugins, and server configurations
- Strong written communication skills with attention to detail
- Comfortable working independently in a remote environment
Preferred Experience
- Experience with CRM platforms (Intercom or similar)
- Familiarity with internal communication tools such as Slack
- Experience working on a remote team
- Experience with issue tracking or project management tools (Linear, Jira, or similar)
Compensation
The pay rate for this role is:
$11.00 USD per hour (Remote (United States))