Support Team Memeber

About The Role

The Support Team Member is responsible for providing professional, timely, and helpful assistance to Ghost Modifications customers, community members, and development clients. Support Team Members serve as a primary point of contact for questions, technical assistance, product concerns, installation issues, and general customer support.

The Support Team works closely with the Development, Management, and Executive teams to ensure customers receive accurate information and that issues are properly documented and resolved.

Key Responsibilities

• Provide professional customer support through Discord, ticket systems, and other approved communication platforms.
• Respond to customer questions, concerns, and support requests in a timely manner.
• Assist customers with the installation and use of Ghost Modifications products.
• Troubleshoot common issues involving EUP, vehicle models, MLOs, liveries, and other FiveM-related products.
• Review customer support tickets and determine the appropriate course of action.
• Escalate advanced technical issues to Developers or appropriate Department Leadership.
• Maintain a professional and respectful attitude when communicating with customers and community members.
• Provide clear instructions and troubleshooting steps to customers.
• Assist customers with locating product information, documentation, and resources.
• Document unresolved issues and provide accurate information to Development staff.
• Follow all Ghost Modifications policies, procedures, and customer service standards.
• Protect customer information and maintain appropriate confidentiality.
• Monitor support tickets and follow up on unresolved issues when necessary.
• Assist with identifying recurring problems and report them to Department Leadership.
• Help maintain a positive customer experience and professional company image.
• Avoid making promises regarding refunds, replacements, development changes, or other company decisions without proper authorization.
• Work cooperatively with Developers, Management, and other Support Team Members.
• Participate in internal training and meetings when required.
• Perform other support-related duties assigned by Ghost Modifications Leadership.

Qualifications

• Must be at least 17 and half or 18 years of age.
• Must have a strong understanding of Discord and online community management.
• Must have good written and verbal communication skills.
• Must be professional, respectful, and patient when dealing with customers.
• Must be able to remain calm and professional when handling difficult situations.
• Basic knowledge of FiveM and Grand Theft Auto V is preferred.
• Familiarity with FiveM modifications, including EUP, vehicles, MLOs, and liveries, is preferred.
• Basic troubleshooting skills are preferred.
• Must be able to follow instructions and company procedures.
• Must be able to work independently while also functioning effectively as part of a team.
• Must demonstrate reliability and consistent activity.
• Must have good attention to detail.
• Must be willing to learn Ghost Modifications products and services.
• Previous customer service or support experience is preferred but not required.
• Previous experience working within a FiveM development or roleplay community is preferred.
• Must maintain a positive and professional representation of Ghost Modifications.

About Our Company

We're a dynamic team focused on building innovative solutions that solve real-world problems. Our mission is to create technology that makes people's lives better and businesses more efficient.

We value collaboration, creativity, and continuous learning. Our team embraces diversity and inclusion, and we're committed to creating an environment where everyone can thrive.