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.
