Player Support Executive (ENG/CN)

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.

• 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

Medical, Regular hours, Casual (e.g. T-shirts)