Customer Support Agent with English and Chinese

About the role

As a Player Support Agent you will assist live‑game players with a wide range of queries, including account settings, gameplay issues, purchases, basic troubleshooting and feedback collection. You will act as a friendly bridge between the community and the development team.

Key responsibilities

• Provide timely support and answer inquiries for live players.
• Gather relevant data, diagnose root causes and deliver personalized solutions.
• Stay updated on game features, design changes and procedural updates.
• Monitor productivity and quality targets, reporting negative trends promptly.
• Maintain healthy KPI results on a daily, weekly and monthly basis.

Required profile

• Native‑level fluency in both Traditional and Simplified Chinese (written and spoken).
• High‑level fluency in English (written and spoken).
• At least 1 year of experience in customer service, player support or a contact‑center environment.
• Hands‑on experience with contact‑center processes, tools and multilingual support.
• Strong problem‑diagnosis skills using multiple tools or knowledge bases.
• Comfortable working in a fast‑paced, constantly changing environment.
• Passion for video games and delivering excellent user experiences.

Required skills

• Helpshift
• Zendesk
• Slack
• Zoom
• Microsoft Office Suite

What we offer

• A fun and dynamic gaming industry where you can make a difference.
• Professional and friendly work environment.
• Attractive salary package.
• Talented colleagues and strong team support.
• Access to training and learning programs.