Level 1 - Customer Support Agent (Part-time)

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))