Customer Support Agent with English and Chinese
Job Summary
Job Description
As a Player Support Agent, you'll support players of a live game, addressing account settings, gameplay, purchases, troubleshooting, and other queries. You'll gather player feedback, understand root causes, and offer solutions. Staying updated on game changes and maintaining KPIs are key. Fluency in English and Chinese is essential, along with at least one year of customer service experience. Problem-solving skills, experience in fast-paced environments, and video game knowledge are crucial. You'll work with tools like Helpshift, Zendesk, Slack, Zoom, and the MS Office Suite.
Must have:
- Fluent in English and Chinese (written and spoken)
- 1+ year customer service experience
- Excellent communication skills
- Problem-solving abilities
- Experience with contact center tools
Good to have:
- iOS/Android/Switch/PlayStation/PC experience
- Technical support experience
- Multicultural work experience
- Game support knowledge
Perks:
- Fun and dynamic work environment
- Competitive compensation
- Talented colleagues
- Team support
- Training and learning programs
5 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:
- High 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.
Tools:
- Helpshift
- Zendesk
- Slack / Zoom
- MS Office Suite
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
Amber
Manila, Metro Manila, Philippines (On-Site)
• 6 Months ago
Tesla
Agios Ioannis Rentis, Greece (On-Site)
• 1 Week ago
The Walt Disney Company
Anaheim, California, United States (On-Site)
• 3 Weeks ago
The Walt Disney Company
Lake Buena Vista, Florida, United States (On-Site)
• 3 Weeks ago
Universal Music
Philadelphia, Pennsylvania, United States (On-Site)
• 2 Weeks ago
Get notifed when new similar jobs are uploaded
Similar Skill Jobs
Universal Music
New York, New York, United States (On-Site)
• 1 Week ago
DraftKings
Boston, Massachusetts, United States (On-Site)
• 2 Weeks ago
Lurkit
Stockholm, Stockholm County, Sweden (Hybrid)
• 1 Month ago
Amber
Manila, Metro Manila, Philippines (On-Site)
• 6 Months ago
Glean
Palo Alto, California, United States (On-Site)
• 3 Months ago
Get notifed when new similar jobs are uploaded
Jobs in Quebec, Canada
Global Step
Montreal, Quebec, Canada (On-Site)
• 4 Months ago
Unity
Montreal, Quebec, Canada (On-Site)
• 3 Months ago
Company3 Method Studios
British Columbia, Canada (On-Site)
• 1 Week ago
Get notifed when new similar jobs are uploaded
Miscellaneous Jobs
Tesla
Bailly-Romainvilliers, Île-de-France, France (On-Site)
• 1 Week ago
Netflix
Bangkok, Bangkok, Thailand (On-Site)
• 2 Weeks ago
Tesla
Weinstadt, Baden-Württemberg, Germany (On-Site)
• 1 Week ago
Tesla
Warsaw, Masovian Voivodeship, Poland (On-Site)
• 1 Week ago
Tesla
Baden-Württemberg, Germany (On-Site)
• 1 Week ago
Get notifed when new similar jobs are uploaded
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
