Gaming Support Representative - Mandarin Speaking KL

Teleperformance; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

Teleperformance in Kuala Lumpur is seeking a Gaming Support Representative to assist a large MMORPG community by handling in-game questions, item restoration, and account or billing issues. You will read logs to determine root causes and apply critical thinking to deliver effective solutions.

Fluency in Traditional Mandarin and English is required, along with strong analytical skills and the ability to work rotating shifts (7 AM–9 PM) including weekends.

Qualifications

• Fluent in Traditional Mandarin and English (written and spoken).
• Experience in customer support, especially in gaming or tech support.
• Ability to read logs and troubleshoot effectively.
• Basic technical knowledge (networking, client/server issues, etc.) preferred.
• Willingness to work rotating shifts (within 7 AM – 9 PM), including weekends and public holidays if scheduled.

Responsibilities

• Provide exceptional customer support in Traditional Mandarin and English through email, chat, and in-game tools.
• Handle in-game issues such as item restoration, bug reports, gameplay questions, and technical problems.
• Investigate player concerns by reviewing activity and log files to determine appropriate resolutions.
• Assist with account issues, including login problems, password resets, and security verifications.
• Manage billing and refund requests, following company policies and maintaining accurate records.
• Escalate complex cases to senior teams when needed while ensuring timely follow-ups.
• Deliver a professional and empathetic customer experience to a passionate gaming community.

Skills

Traditional Mandarin

English

Log analysis

Gaming support

Job description

Overview

The Gaming Support Representative will be responsible to provide support to a huge MMORPG players base by helping with in-game questions, item restoration and any account or billing difficulties.

One of your tasks will be reading logs to understand what has happened in-game and take the necessary steps to provide the best solution possible based on that research and critical thinking, some technical knowledge will be required. As part of on

Qualifications

• Fluent in Traditional Mandarin and English(written and spoken).

• Passion for gaming and understanding of MMORPG mechanics is a plus.

• Strong analytical and critical thinking skills; ability to read logs and troubleshoot effectively.

• Basic technical knowledge (networking, client/server issues, etc.) preferred.

• Previous experience in customer support, especially in gaming or tech support, is an advantage.

• Willingness to work onrotating shifts(within 7 AM – 9 PM), including weekends and public holidays if scheduled.

Responsibilities

• Provide exceptional customer support in Traditional Mandarin and English through email, chat, and in-game tools.

• Handle in-game issues such as item restoration, bug reports, gameplay questions, and technical problems.

• Investigate player concerns by reviewing activity and log files to determine appropriate resolutions.

• Assist with account issues, including login problems, password resets, and security verifications.

• Manage billing and refund requests, following company policies and maintaining accurate records.

• Escalate complex cases to senior teams when needed while ensuring timely follow-ups.

• Deliver a professional and empathetic customer experience to a passionate gaming community.