Gaming Support Specialist (PK) – Troubleshooting & Help

PT. Garena Indonesia; Jakarta Barat; Remote; IDR 89,280,000 - 133,920,000; Part time

Job summary

PT. Garena Indonesia is seeking a proactive customer support contractor to assist players in the Pakistan region. You will troubleshoot issues, respond to inquiries via a ticketing system, and escalate unresolved cases while ensuring timely follow-ups and effective communication.

You will contribute to improving support processes, monitor Play Store reviews, and assist with game operations such as bug testing and issue verification. Urdu language proficiency is a plus.

Qualifications

• Minimum 1 year of experience in customer support via email or ticketing systems.
• Strong written communication with clear grammar.
• Familiarity with ticketing systems (e.g., Zendesk) and Google Workspace tools.
• Ability to follow workflows and adapt to new tools quickly.
• Comfortable working independently and in a team.
• Urdu language proficiency is a plus.

Responsibilities

• Serve as the first contact to troubleshoot issues for players in the PK region.
• Respond promptly to inquiries using the ticketing system.
• Investigate, troubleshoot, and resolve customer issues following established workflows and policies.
• Escalate complex or unresolved cases to the relevant departments or teams as needed.
• Ensure timely follow-ups and provide status updates for pending cases.
• Monitor, reply to, and elevate issues in Google Play Reviews.
• Contribute feedback or suggestions to improve support processes and player experience.
• Assist with game operations activities such as bug testing, issue verification, and reporting gameplay-related problems.

Skills

Strong written communication

Ticketing systems (Zendesk)

Google Workspace

Follow workflows

Independent and team player

Urdu language proficiency

Tools

Zendesk

Google Docs/Sheets

Job description

PT. Garena Indonesia is seeking a proactive customer support contractor to assist players in the Pakistan region. You will troubleshoot issues, respond to inquiries via a ticketing system, and escalate unresolved cases while ensuring timely follow-ups and effective communication.

You will contribute to improving support processes, monitor Play Store reviews, and assist with game operations such as bug testing and issue verification. Urdu language proficiency is a plus.