[Hiring] Chinese & English Customer Support Agent - Gaming @Keywords Studios

Role Description

As a Player Support Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include:

• Investigating and delivering prompt, quality responses to players' questions.
• Providing valuable feedback to our developers.
• Joining a dynamic workspace with continuous growth opportunities.
• Making a meaningful impact in player communities.

Qualifications

• Mastery in C1-C2 level Traditional Chinese language proficiency.
• English at B2 level or higher.
• Excellent communication skills for effective player support.
• Flexibility to adapt to various situations and player needs.
• Accountability and reliability in handling player inquiries and issues.
• Proactivity in identifying and addressing player concerns.
• Proficiency in navigating knowledge bases for efficient support.
• Basic troubleshooting skills to assist players with technical challenges.
• Availability for full-time work, including weekends.
• Flexibility in working night shifts.

Requirements

• Deliver excellent customer support to players.
• Investigate and resolve player inquiries promptly through ticketing, email, or chat.
• Assist internal teams with project-related requests.
• Gather and deliver player feedback according to established procedures.
• Provide translations when required.
• Maintain accurate and detailed reports.
• Ensure prompt escalation of issues following established procedures.
• Contribute to smoother support processes with personalized macros and knowledge base.
• Participate in training sessions to enhance skills and knowledge.
• Manage time effectively to meet players' needs.
• Master the gameplay knowledge of our products.
• Familiarity with Helpshift/Zendesk or other CRM tools.
• Knowledge of macros customization for streamlined responses.
• Experience with MS Office or Google Suite apps for documentation.

Benefits

• No Make-up Workday for Bridged Holidays.
• Annual Health Check-Up Subsidy.
• Employee Assistance Program.
• Festival Holidays Gift or Vouchers.
• Home-Based Working Model.