Player Support Agent

Player Support Sdn. Bhd.; Selangor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A video game support company in Selangor is looking for Player Support Agents to help build relationships with players. This entry-level role involves communicating via email and chat, contributing to the knowledge base, and analyzing data to improve player experiences. Successful candidates exhibit strong typing skills, critical thinking, and integrity. Competitive growth opportunities are offered, making this a fulfilling position in the gaming industry.

Qualifications

• Ability to work from home with a good internet connection and a quiet workspace.
• Experience in problem-solving and data analysis.
• Ability to communicate effectively with players and customers.

Responsibilities

• Communicate with players and customers via email, live chat, or messaging.
• Contribute to the knowledge base by creating and reviewing articles.
• Analyze data to solve team projects and systemic problems.

Skills

Conflict resolution

Strong typing skills

Critical thinking

Root cause analysis

Basic software proficiency

Tools

Google Suite

Microsoft Office

Job description

Player Support Agents (PSAs) are individual contributors who help video game companies build trusting relationships with their players and customers. They do this via a mixture of great communication, problem solving, root cause analysis, knowledge management, and reasoning. Our teams are trusted to do the right thing, so we are allowed to exercise more freedom than the typical customer service representative, and oftentimes provide leadership by setting a good example. This requires that all of us be critical thinkers, owning each interaction until there is a clear point of resolution. We are an essential part of creating great player experiences, and driving improvements throughout the entire company.

Core Responsibilities

• Communicating with players and customers via email, live chat, or asynchronous messaging (occasionally, there may be an outbound call)
• Contribution to the knowledge cycle: creating and reviewing knowledge articles, contributions to the main knowledge base, flagging of incorrect content, implementation of KCS methodologies into regular workflows, knowledge sharing with teammates
• Working in team projects to solve systemic problems, both within the live operations organization and the game teams themselves
• Data analysis, and good inferential statistics
• Ownership of your personal career growth plan with your manager, including design
• Increasing your product knowledge (playing the game[s])
• Review teammates work and provide feedback

Additional Responsibilities

• Complete surveys and assist with research
• Help the company innovate on internal processes to make it a great work environment
• Test new games and features (and keep them secret)
• Communicate with clients directly to share information and give them feedback
• Come to the office for group project work or high security tasks (mostly voluntary, especially if you live far away from a local office location)
• Present on a topic to teammates or clients, depending on the situation (voluntary)
• Assisting with research

Requirements

The core competencies required for this job are:

• Conflict resolution, giving and receiving feedback
• Strong typing skills
• Critical thinking
• Root cause analysis
• Experience with basic software (i.e. Google Suite, Microsoft Office, Internet research)
• Ability to work from home (good internet connection, secure and quiet work space, decent computer, dedicated work shift times)
• Integrity (consistency between words and actions, accountability)

Nice to haves:

• Basic statistics knowledge
• Previous strong experience using work productivity software
• A love for games, especially video games
• Basic project management

In Conclusion (and a little about us)

This is an entry level position, but offers meaningful career opportunities, including our investment in your personal growth - no matter where your desired next role may be (yes, even if it is at another company). If you give us your best, we will give you ours, preparing you to realize your potential. We are realists, and understand that this may not be your dream job. You may only want to be here for a few years. What we are looking for, however, is an opportunity to level you up in exchange for your valuable contributions to our company, and the video game industry. We aim to be a great place to work, a place where people want to stay. But even when people move on, we hope they remember us fondly, and recommend us to others.

If you like what you’re reading, and are prepared to become part of the team, please apply.

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