Customer Support Representative

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Xsolla Full time
ABOUT US Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game.
For more information, visit
ABOUT YOU We're looking for a Customer Support Representative who is empathetic, resourceful, and passionate about helping others. In this role, you'll be the first point of contact for players and partners, ensuring their questions are answered, issues are resolved, and every interaction leaves a positive impression.
You bring strong communication skills, patience, and a problem-solving mindset. You're comfortable working in a fast-paced environment, learning new tools quickly, and handling multiple requests with professionalism and care. You thrive in a team setting, enjoy connecting with people from around the world, and take pride in delivering excellent service.
If you're excited about supporting the global gaming community and building meaningful connections with players and partners, we'd love to hear from you. Responsibilities
  • Assist players with payment and purchase issues across various communication channels (email, live chat, etc.).
  • Provide support in English and Mandarin, ensuring that players and partners feel heard and understood.
  • Collaborate with game developers and other internal teams to resolve issues and ensure smooth player experiences.
  • Handle multilingual requests and inquiries, quickly identifying and troubleshooting problems.
  • Monitor system performance and escalate technical issues to relevant departments.
  • Work efficiently within a team, providing timely updates on support cases and ensuring players' needs are met.
Qualifications and Skills
  • Fluent in English and Mandarin (spoken and written), with strong communication skills.
  • A natural problem-solver who enjoys helping people and providing excellent customer service.
  • Ability to work across three shifts (day, evening, and night) to support our 24/7 operations.
  • Strong multitasking skills and the ability to quickly absorb and utilize large amounts of information.
  • Able to explain difficult concepts in a clear and easy-to-understand way to users, partners, and teammates.
  • Fresh graduates are welcome to apply, provided you have the right attitude and eagerness to learn.
  • Ability to work in a fast-paced environment and remain calm under pressure.
    Nice To Have
  • Prior experience in customer support roles is an advantage.
  • Proficiency in additional foreign languages is a bonus.
  • Strong team player with a proactive mindset, able to find creative solutions to user challenges.
BENEFITS:
Convenient work tools Latest Mac workplaces + additional hardware to make you more effective at work Google Chat, Gmail, Google Drive, Confluence, Jira, GitLab
Professional growth Free trainings and participation in specialized conferences Rich knowledge exchange within the company
More perks Hybrid work arrangement - remote freedom and in-office collaboration Shift allowance for evening and night schedules Health insurance (Medical, dental and optical)- Employee and dependants No dress code Comfortable and new office environment 
The duties of this position may change from time to time so the individual and organization can achieve their results. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive. Xsolla KL Sdn Bhd takes your privacy very seriously, and will not sell or externally distribute any data received during the hiring process. Pursuant to the Personal Data Protection Act 2010 ("PDPA"), Xsolla KL Sdn Bhd is mindful and committed to the protection of your personal information and your privacy. Please direct any inquiries regarding your data privacy to [email protected].
For more vacancies:  We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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