Live Game Player Support Specialist

Amber Studio; Montreal; 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

About us:

At Amber, we're always on the hunt for the most talented individuals in the industry to join our team. We're dedicated to delivering top-notch service to our customers and know that our employees are key to making that happen. We offer attractive compensation packages and plenty of chances to grow with us, and we're always on the lookout for ways to do things better. Our team works together towards common goals and we value each member's contributions to our mission of continuous improvement and innovation.

About the role:

As aPlayerSupport agent, you will be supportingthe players of a Live game, assisting them with queries regarding account settings, gameplay, purchasing, basic troubleshooting, and other miscellaneous game-related question they may have.

Of course,we arenot limiting ourselves just to this,as we want to be as close as we can to the communityandlisten and gather their valuablefeedback whenthey reach out to us.
First and foremost, one of our core values isCulture, and this is reflected in our daily activities.

We value each one of our players andwelike toconsider ourselves as their trusty friends and be there for them whenever they need us.We are devoted to giving our partners incomparable servicesby demonstrating exceptionalquality,understanding cultural differences, and showing empathy, proactiveness, and resourcefulness.

The Quest:

• 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 productivityand quality targets.
• Carefully check the backlog and report negative trends as soon as possible.
• Maintain healthy KPI results on a daily/weekly/monthly basis.

The Skills:

• High level or native level of fluency in written and spokenTraditional and Simplified Chinese.
• High level of fluency in written and spokenEnglish.
• Excellent written and verbal communication skills.
• At least 1 year of working experiencein 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 comfortablewithworking in a fast-paced environment and dealing withconstantchange.
• Video games knowledge.
• Technical support experience in a customer-focused role is preferred, but notessential.

Tools:

• Helpshift
• Zendesk
• Slack/Zoom
• MS Office Suite

Nice to have:

• iOS/Android/Switch/PlayStation/PCexperience.
• Ability to workin a multicultural environment.
• Game support knowledge.

The Reward

• A fun and dynamic industry where you can make a difference.
• Professional and friendly work environment.
• An attractive salary package.
• Awesome and talented colleagues.
• Support from all your teammates.
• Access to training and learning programs.