Gaming Support Representative

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia TP Full time 72,000 - 108,000 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.

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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