Gaming Support Representative

6 days ago

Petaling Jaya, Selangor, Malaysia Teleperformance Full time 30,000 - 60,000 per year


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. As part of on



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.


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