Player Support Specialist - Chinese Mandarin

We are a crowdfunded company and have a dedicated and enthusiastic community of backers who are helping us create the “Best Damn Space Sim Ever”. We want to build the best we can deliver and we believe wholeheartedly in the value of exceptional diverse talent.

Player Support Specialist – Mandarin Chinese

The Support Team at Cloud Imperium Games is a public-facing group responsible for troubleshooting individual and service-wide problems of the Star Citizen online service, helping players understand and enjoy the game, and turning reports and feedback into solutions and improvements for Star Citizen.

Player Support Specialists are the true subject matter experts. Guiding and training others on the complexity of the Star Citizen project. The Player Support Specialist will help with technical issues, game questions, bug reporting, payments, refunds, and concierge requests from players of Star Citizen and Squadron 42.

Player Support Specialists are expected to maintain high performance standards, help identify problem areas and emerging issues, and suggest solutions to improve the service provided to players.

Support is provided via email where clearly communicated solutions are provided in a fun, light-hearted, and user-friendly manner.

Staff will perform additional related tasks as required.

Additional tasks will include assisting with fraudulent transactions and chargebacks, investigating the in-game effects of those actions, recovery and restoration of hacked accounts, in-game player behavior moderation, assistance with marketing initiatives, and direct interaction with the player community.

Responsibilities:

• Deliver a fun and engaging level of service and support to our dedicated Star Citizen backers and players, using email, forums, in-game communications, and online websites.
• Interact with players both privately and publicly to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather player information and determine their issue by evaluating and analyzing the symptoms and working with QA and Production to get information into the development pipeline.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, local networking, and system configuration.
• Follow standard processes and procedures with autonomy to creatively solve problems.
• Direct players to appropriate support resources.
• Offer alternative solutions where appropriate with the objective of keeping players happy and engaged with the service.
• Coordinate and collaborate with our teams across the globe.
• Maintain up to date knowledge of Star Citizen content, changes and updates, and encyclopedic knowledge of Star Citizen achieved through regular gameplay.

Requirements:

• Proper online communication etiquette
• Ability to speak and write clearly and accurately in English with a demonstrated proficiency in typing and grammar
• Ability to speak and write clearly and accurately in Mandarin with a demonstrated proficiency in typing and grammar
• Understanding of Mandarin-speaking customer service culture and communication practices
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Makes players and their needs the primary focus to develop and sustain productive relationships.
• Mastery of appropriate interpersonal styles and methods to reduce tension or conflict.
• Ensures that assignments are completed efficiently and accurately.
• Working knowledge of Windows-based software computer applications and equipment
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Ability to work a flexible schedule as business needs dictate

Pluses:

• Extensive knowledge of Star Citizen is highly desirable
• Knowledge of online game communities and player relations and support principles and practices
• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Has a high degree of patience navigating a variety of troubleshooting situations.

CIG Diversity Statement

CIG is a global company, staunchly committed to cultivating a culture and workplace that celebrates all backgrounds, lifestyles, and perspectives. Together, we are creating a space where authentic recognition, appreciation, and understanding of the importance of diversity is fostered by everyone. As an Equal Opportunity Employer, we strive to build a team that represents all walks of life, and we want every employee to bring all the things that make them unique to the work environment. The universe is as vast and varied as the people in it, and it's our differences that make it special.

Fraud Statement

We are aware of people receiving job offers that fraudulently allege to be from CIG. These types of fraud can be carried out through false websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal info like bank account numbers, identification numbers, etc through social media or chat-based apps, nor do we request or send money for the purchase of business equipment

If you suspect fraud, please report it to your local authorities, as well as reaching out to us at info@cloudimperiumgames.com with any information you may have

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!