Customer Support Agent with English and Chinese

Amber; Hong Kong; On-site; HKD 134,000 - 201,000; Full time

Benefits offered by this job

Training programs

Friendly work environment

Attractive salary package

Awesome colleagues

Team support

Access to learning programs

Job summary

Amber is seeking a Player Support agent to assist Live Players with account settings, gameplay, purchasing, and troubleshooting. The role emphasizes listening to community feedback and delivering exceptional user experiences in a fast-paced game environment.

You will join a team that values culture and proactive problem solving, providing high-quality support while adapting to changes in game features and processes.

Qualifications

• Minimum 1 year in customer service, player support, or contact center.
• Hands-on experience with contact center processes and tools.
• Experience delivering multilingual support and empathy toward users.

Responsibilities

• Provide support and answer inquiries for Live Players.
• Gather data, understand root cause, and offer personalized solutions.
• Stay updated on game/features/design and procedural changes.
• Contribute to productivity and quality targets.
• Monitor backlog and report trends.
• Maintain healthy KPI results daily/weekly/monthly.

Skills

Chinese fluency (Traditional & Simplif

English fluency

Customer service

Communication skills

Problem solving

Adaptability

Video game knowledge

Multilingual support

Tools

Helpshift

Slack

Zoom

MS Office Suite

Job description

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 a Player Support agent, you will be supporting the 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 are not limiting ourselves just to this, as we want to be as close as we can to the community and listen and gather their valuable feedback when they reach out to us.

First and foremost, one of our core values is Culture, and this is reflected in our daily activities.

We value each one of our players and we like to consider ourselves as their trusty friends and be there for them whenever they need us. We are devoted to giving our partners incomparable services by demonstrating exceptional quality, 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 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.

The Skills:

• 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.

Tools:

• Helpshift
• Slack / Zoom
• MS Office Suite

Nice to have:

• iOS/Android/Switch/PlayStation/PC experience.
• Ability to work in 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.