Customer Support Agent (English and Chinese)
Job Summary
Job Description
As a Player Support agent, you'll support players of a live game, answering queries on account settings, gameplay, purchasing, troubleshooting, and other game-related questions. You'll gather player data, understand root causes, and offer personalized solutions. Staying updated on game changes, meeting productivity targets, checking backlogs, reporting negative trends, and maintaining KPIs are key. You'll also gather valuable player feedback and contribute to a positive player experience. The role demands excellent communication in English and Chinese.
Must have:
- Native fluency in English and Chinese (written and spoken)
- 1+ year customer service/player support experience
- Excellent communication skills
- Problem-solving and troubleshooting skills
- Experience with contact center tools
- Ability to work in a fast-paced environment
- Video game knowledge
Good to have:
- iOS/Android/Switch/PlayStation/PC experience
- Multicultural work experience
- Game support knowledge
Perks:
- Fun and dynamic work environment
- Competitive compensation package
- Access to training and learning programs
- Support from teammates
3 skills required
Job Details
About us
At Amber, we're always on the hunt for the most talented individuals in the industry to join our team. We're dedicated to delivering top-notch service to our customers and know that our employees are key to making that happen. We offer attractive compensation packages and plenty of chances to grow with us, and we're always on the lookout for ways to do things better. Our team works together towards common goals and we value each member's contributions to our mission of continuous improvement and innovation.
About the role
As a Player Support agent, you will be supporting the players of a Live game, assisting them with queries regarding account settings, gameplay, purchasing, basic troubleshooting, and other miscellaneous game-related question they may have.
Of course, we are not limiting ourselves just to this, as we want to be as close as we can to the community and listen and gather their valuable feedback when they reach out to us.
First and foremost, one of our core values is Culture, and this is reflected in our daily activities.
We value each one of our players and we like to consider ourselves as their trusty friends and be there for them whenever they need us. We are devoted to giving our partners incomparable services by demonstrating exceptional quality, understanding cultural differences, and showing empathy, proactiveness, and resourcefulness.
The Quest:
- Provide support and answer inquiries for Live Players.
- Gather relevant data from the players, understand the root cause, and offer personalized solutions.
- Constantly keeping yourself updated in terms of game/features/design/procedural changes.
- Be in tune with the project’s productivity and quality targets.
- Carefully check the backlog and report negative trends as soon as possible.
- Maintain healthy KPI results on a daily/weekly/monthly basis.
The Skills:
- Native level of fluency in written and spoken Chinese
- High level of fluency in written and spoken English.
- Excellent written and verbal communication skills.
- At least 1 year of working experience in customer service, player support, or contact center.
- Hands-on experience with contact center processes, tools, and multilingual support.
- Innovative and passionate about delivering the best user experiences possible.
- Ability to diagnose and solve problems with varying complexity, using multiple tools or knowledge bases.
- Must be experienced and comfortable with working in a fast-paced environment and dealing with constant change.
- Video games knowledge.
- Technical support experience in a customer-focused role is preferred, but not essential.
Nice to have:
- iOS/Android/Switch/PlayStation/PC experience.
- Ability to work in a multicultural environment.
- Game support knowledge.
The Reward
- A fun and dynamic community of artisans where you can make a difference.
- A professional and friendly work environment.
- A competitive compensation package.
- Awesome and talented colleagues.
- Support from all your teammates.
- Access to training and learning programs.
Similar Jobs
Rivos
Portland, Oregon, United States (Hybrid)
• 5 Months ago
Abstraction games
Eindhoven, North Brabant, Netherlands (Hybrid)
• 1 Week ago
Get notifed when new similar jobs are uploaded
Similar Skill Jobs
Tokyo, Japan (On-Site)
• 4 Months ago
Get notifed when new similar jobs are uploaded
Jobs in Quebec, Canada
Epic Games
Montreal, Quebec, Canada (On-Site)
• 1 Week ago
Scanline VFX
Vancouver, British Columbia, Canada (Remote)
• 5 Months ago
Get notifed when new similar jobs are uploaded
Similar Category Jobs
Looks like we're out of matches
Set up an alert and we'll send you similar jobs the moment they appear!
About The Company
Amber is a full-service game development and creative services agency, with offices in Bucharest, Botosani, Craiova, Kyiv, Warsaw, San Francisco, Los Angeles, Guadalajara and Montreal. We're structured as a network of studios with different skills and specializations, delivering top quality services in full game production, co-development, engineering, design, live ops, quality assurance and more.
Get notified when new jobs are added by Amber
