Gaming Support Representative - Mandarin Speaking

Overview

The Gaming Support Representative will be responsible to provide support to a huge MMORPG players base by helping with in-game questions, item restoration and any account or billing difficulties.

One of your tasks will be reading logs to understand what has happened in-game and take the necessary steps to provide the best solution possible based on that research and critical thinking, some technical knowledge will be required.

Qualifications

• Fluent in Traditional Mandarin and English (written and spoken).
• Passion for gaming and understanding of MMORPG mechanics is a plus.
• Strong analytical and critical thinking skills; ability to read logs and troubleshoot effectively.
• Basic technical knowledge (networking, client/server issues, etc.) preferred.
• Previous experience in customer support, especially in gaming or tech support, is an advantage.
• Willingness to work on rotating shifts (within 7 AM – 9 PM), including weekends and public holidays if scheduled.

Responsibilities

• Provide exceptional customer support in Traditional Mandarin and English through email, chat, and in-game tools.
• Handle in-game issues such as item restoration, bug reports, gameplay questions, and technical problems.
• Investigate player concerns by reviewing activity and log files to determine appropriate resolutions.
• Assist with account issues, including login problems, password resets, and security verifications.
• Manage billing and refund requests, following company policies and maintaining accurate records.
• Escalate complex cases to senior teams when needed while ensuring timely follow-ups.
• Deliver a professional and empathetic customer experience to a passionate gaming community.