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Game Support Specialist

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Glints Full time

We are seeking a highly skilled Game Support Specialist to join our team at Glints. In this role, you will be the primary point of contact for our players, providing exceptional assistance with game-related inquiries and technical support.

Key Responsibilities:

  • Respond promptly and professionally to players' inquiries, providing accurate information regarding game features, gameplay, and technical issues.
  • Assist players in troubleshooting and resolving game-related problems, including gameplay difficulties, account issues, and payment inquiries.
  • Provide guidance and support to players on game rules, strategies, and promotions.
  • Document and track player interactions and issues using our designated customer support tool.
  • Collaborate with other teams, including the development and quality assurance teams, to escalate and resolve complex player issues.
  • Proactively monitor player feedback and identify trends or recurring issues to inform product improvements and updates.
  • Maintain a high level of product knowledge and stay up to date with game updates, new features, and promotions.
  • Contribute to developing and improving customer support processes and resources.

Requirements:

  • Minimum 1-3 years of experience in a customer-facing role.
  • Fluent English and Mandarin language skills.
  • Previous experience in a customer service role, preferably in the gaming industry.
  • Excellent writing and verbal communication skills in English.
  • Strong problem-solving skills and the ability to think critically in a fast-paced environment.
  • Empathy and patience when dealing with player concerns or frustrations.
  • Basic technical knowledge and proficiency in using customer support tools and software.
  • Ability to work independently and collaboratively as part of a team.
  • Flexibility to work shifts, including weekends and holidays, is required as a night shift agent of 24/7 support.
  • Passion for gaming and an understanding of online gaming culture and trends.