Player Support Executive (English/Chinese)
Job Summary
Job Description
Providing customer support and technical issue resolution via email, chat, social media, and other online platforms. Handling multiple concurrent chat and email interactions, as well as outbound calls, while addressing queries from emails, social media, and other online platforms. Identifying, correcting, and advising on technical issues in the customer’s computer, mobile app, and/or video game console. Identifying trends in customer problems and providing clear feedback to team members based on independent testing. Escalating real-time issues to clients or supervisors.
Must have:
- Fluency in verbal and written Chinese & English
- Customer-focused mindset
- Troubleshoot PC/console issues
- Team player
- Ability to deliver excellent customer service
- Analyze information accurately
Good to have:
- Asian language skills (TC/SC)
- Appreciation of games is advantageous
- In-depth gaming and PC/console troubleshooting support
Perks:
- Medical
- Regular hours
- Casual attire (e.g. T-shirts)
4 skills required
Job Details
Description
RESPONSIBILITIES
- Providing customer support and technical issue resolution via email, chat, social media, and other online platforms.
- To be able to handle multiple concurrent chat and email, outbound calls interactions while addressing frequent start and stops from emails, social media interactions, and other online platforms.
- Identifying correcting and advising on technical issues in the customer’s computer, mobile app, and/or video game console.
- Identifying trends in customer problems and provide clear feedback/inputs to the team members based on independent testing.
- Escalating real-time issues to client/supervisor.
Requirements
- Able to work on weekends and public holidays based on shift roster schedule.
- Fluency in verbal and written communication skills in Chinese & English with additional Asian language skills in either of the following (due to the need to handle queries and incoming tickets in these Asian languages):- TC/SC
- Possess customer-focused mindset and able to troubleshoot PC/console issues via multiple channels such as email, chat, phone.
- Appreciation of games is advantageous.
- Meticulous team player with a results-driven personality.
- Equipped with appropriate urgency to suit operational demands.
- Ability to deliver excellent customer service quality utilizing soft skills
- Able to understand games from a gamer’s perspective and give in-depth gaming and PC/console troubleshooting support
- Ability to solve and analyze information accurately with appropriate speed and guidelines
- Team player
- Those with a strong interest in games are preferred but we do welcome fresh graduates or those without customer service experience and gaming experience
Benefits
Medical, Regular hours, Casual (e.g. T-shirts)
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About The Company
Side is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in Japan in 1994, Side has grown to become a global force in the video game industry, with over 40 studios in 15 countries worldwide and offices across North America, Europe, South America, and Asia. Our industry-leading services include game development, art production, localization, audio production, quality assurance, localization QA, player support, community management, and datasets. Help us bring stories to the world. Join Side's global team of passionate gamers and contribute to top-notch game development.
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