Customer Support Representative
About the job
Summary
Xsolla's International Support Team seeks a Customer Support Representative to provide seamless experiences for its global user base. Responsibilities include assisting players with payment and purchase issues via email, live chat, etc., providing support in English, collaborating with game developers to resolve issues, handling multilingual inquiries, monitoring system performance, and escalating technical problems. The role requires fluency in English, strong communication and problem-solving skills, the ability to work across three shifts (day, evening, night), and efficient teamwork. Fresh graduates are welcome. The position is on-site in Kuala Lumpur, Malaysia, and involves assisting gamers and partners worldwide, building relationships, and contributing meaningfully to the gaming community.
Must have:
- Fluent English (written & spoken)
- Excellent customer service skills
- Problem-solving abilities
- Multitasking & information absorption
- Ability to explain complex concepts clearly
- Work across three shifts (24/7 support)
Perks:
- New Mac laptop & equipment
- Google Workspace, Atlassian, Jira, Slack
- Paid professional training
- Opportunities for professional growth
- Health & dental insurance
- Flexible working possibility
- Access to corporate library
- Comfortable office environment
- No dress code
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ABOUT THE ROLE:
Join our dynamic International Support Team at Xsolla and play a pivotal role in ensuring seamless experiences for our global user base. As part of our multilingual support team, you'll have the exciting opportunity to assist gamers and partners around the world, helping resolve issues and build lasting relationships. If you're empathetic, love helping people, and enjoy problem-solving, this is your chance to contribute to the gaming industry in a meaningful way. Work alongside passionate professionals, interact with game developers, and make a real impact on the gaming community!
RESPONSIBILITIES
- Assist players with payment and purchase issues across various communication channels (email, live chat, etc.).
- Provide support in English ensuring that players and partners feel heard and understood.
- Collaborate with game developers and other internal teams to resolve issues and ensure smooth player experiences.
- Handle multilingual requests and inquiries, quickly identifying and troubleshooting problems.
- Monitor system performance and escalate technical issues to relevant departments.
- Work efficiently within a team, providing timely updates on support cases and ensuring players' needs are met.
REQUIREMENTS
- Fluent in English (spoken and written), with strong communication skills.
- A natural problem-solver who enjoys helping people and providing excellent customer service.
- Ability to work across three shifts (day, evening, and night) to support our 24/7 operations.
- Strong multitasking skills and the ability to quickly absorb and utilize large amounts of information.
- Able to explain difficult concepts in a clear and easy-to-understand way to users, partners, and teammates.
- Fresh graduates are welcome to apply, provided you have the right attitude and eagerness to learn.
- Ability to work in a fast-paced environment and remain calm under pressure.
Benefits
Convenient working tools:
New Mac laptop and any other necessary equipment for your efficient work.
Google Workspace, Atlassian, Jira, Slack
Professional growth:
Paid professional training and attendance at specialized conferences
Exchange of experience between employees within the company
Opportunity for professional growth within the company and department
Obtaining expertise in various areas and products of the company
More perks
Possibility of flexibility working
Access to the corporate library
Health & dental insurance
No dress code
Comfortable and new office environment
ABOUT XSOLLA
Xsolla is a global video game commerce company with a robust and powerful set of tools and services designed specifically for the video game industry. Since its founding in 2005, Xsolla has helped thousands of game developers and publishers of all sizes fund, market, launch and monetize their games globally and across multiple platforms. As an innovative leader in in-game commerce, Xsolla’s mission is to solve the inherent complexities of global distribution, marketing, and monetization to help our partners reach more geographies, generate more revenue and create relationships with gamers worldwide. Xsolla is headquartered and incorporated in Los Angeles, California, with offices in Berlin, Seoul, and cities worldwide. Xsolla supports major gaming titles like Valve, Twitch, Roblox, Ubisoft, Epic Games, Take-Two, KRAFTON, Nexters, NetEase, Playstudios, Playrix, miHoYo, and more.
For additional information and to learn more, please visit xsolla.com
PHYSICAL DEMANDS
The physical demands for this position are sits, stands, bends, lifts, and moves intermittently during working hours. These physical requirements may be accomplished with or without reasonable accommodations.
The duties of this position may change from time to time so the individual and organization can achieve their results. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive. Xsolla KL Sdn Bhd takes your privacy very seriously, and will not sell or externally distribute any data received during the hiring process. Pursuant to the Personal Data Protection Act 2010 (“PDPA”), Xsolla KL Sdn Bhd is mindful and committed to the protection of your personal information and your privacy. Please direct any inquiries regarding your data privacy to careers@xsolla.com.
Longevity Opportunity Vision Enjoy the game.
For more vacancies: https://xsolla.com/careers/vacancies
**Currently this position is open to all local applicants (Malaysian Citizen) or holding the PR status in Malaysia.
View Full Job Description
About The Company
Xsolla's video game business engine helps game developers and publishers operate more efficiently and sell more games. Serving only the video game industry, Xsolla caters to businesses from indie to enterprise, with solutions that solve the complexities of distribution, marketing, and monetization so developers, publishers, and platform partners. Our goal is to increase your audience, sales and revenue.
Headquartered in Los Angeles, with offices worldwide, Xsolla operates as a merchant and seller of record for major gaming entities like Valve, Twitch, Ubisoft, Epic Games, and PUBG Corporation.
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