Live Game Player Support Specialist

Amber Studio; Montreal (administrative region); On-site; CAD 36,000 - 52,000; Full time

Job summary

Amber Studio in Montreal, Canada is looking for a PlayerSupport agent to assist Live game players with account settings, gameplay questions, purchasing, and basic troubleshooting. You will gather data, diagnose issues, and provide personalized solutions, staying informed about game changes and updates.

We value culture, teamwork, and energy; you will work in a fast-paced environment, collaborating with a multilingual community, and delivering exceptional player experiences while maintaining

Qualifications

• High level or native level of fluency in written and spoken Traditional and Simplified Chinese.
• High level of fluency in written and spoken English.
• Excellent written and verbal communication skills.
• At least 1 year of working experience in customer service, player support, or contact center.
• Hands-on experience with contact center processes, tools, and multilingual support.
• Innovative and passionate about delivering the best user experiences possible.
• Ability to diagnose and solve problems with varying complexity, using multiple tools or knowledge bases.
• Must be experienced and comfortable with working in a fast-paced environment and dealing with constant change.
• Video games knowledge.
• Technical support experience in a customer-focused role is preferred, but not essential.

Responsibilities

• Provide support and answer inquiries for Live Players.
• Gather relevant data from the players, understand the root cause, and offer personalized solutions.
• Constantly keeping yourself updated in terms of game/features/design/procedural changes.
• Be in tune with the project’s productivity and quality targets.
• Carefully check the backlog and report negative trends as soon as possible.
• Maintain healthy KPI results on a daily/weekly/monthly basis.

Skills

Chinese (Traditional & Simplified)

English fluency

Communication skills

Customer service experience

Multilingual support

Problem solving

Fast-paced environment

Video game knowledge

Technical support experience

Tools

Helpshift

Zendesk

Slack/Zoom

MS Office Suite

Job description

Amber Studio in Montreal, Canada is looking for a PlayerSupport agent to assist Live game players with account settings, gameplay questions, purchasing, and basic troubleshooting. You will gather data, diagnose issues, and provide personalized solutions, staying informed about game changes and updates.

We value culture, teamwork, and energy; you will work in a fast-paced environment, collaborating with a multilingual community, and delivering exceptional player experiences while maintaining