Player Support Executive

SIDE MALAYSIA SDN. BHD.; Kuala Lumpur; On-site; MYR 22,000 - 31,000; Full time

Job summary

Jora Malaysia is hiring for a customer support role focused on resolving technical issues across email, chat, and social platforms. You’ll engage with English- and Chinese-speaking users, delivering timely solutions and clear feedback to improve service.

Ideal candidates enjoy gaming, understand gamer perspectives, and can translate between Chinese and English, while delivering high-quality support even on weekends or holidays.

Qualifications

• Strong written and spoken English and Chinese communication.
• Experience in customer support across email, chat, social media.
• Ability to multi-task across multiple chats and emails.
• Interest in games and PC/console troubleshooting is a plus.

Responsibilities

• Provide customer support and technical issue resolution via email, chat, social media and other online platforms.
• Handle multiple concurrent chats and emails, including interactions across platforms.
• Identify, diagnose and advise on technical issues in the customer’s computer, mobile app and/or video game console.
• Identify trends in customer problems and provide feedback to the team.
• Escalate real-time issues to client/supervisor.
• Translate Chinese to English and vice versa.
• Report and minutes writing in Chinese and/or English.

Skills

English proficiency

Chinese proficiency

Customer service

Tech troubleshooting

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Providing customer support and technical issue resolution via email, chat, social media and other online platforms.
• To be able to handle multiple concurrent chat and email, outbound calls interactions while addressing frequent start and stops from emails, social media interactions and other online platforms.
• Identifying correcting and advising on technical issues in the customer’s computer, mobile app and/or video game console.
• Identifying trends in customer problems and provide clear feedback/inputs to the team members based on independent testing.
• Escalating real-time issues to client/supervisor.
• Translate Chinese to English and vice versa
• Report and minutes writing in Chinese and/or English

REQUIREMENTS

• Requires to work on weekends and public holidays with a fixed schedule.
• Strong in both written and communicating in English and Chinese - in order to liaise with Chinese speaking associates
• Ability to deliver excellent customer service quality utilizing soft skills
• Able to understand games from a gamer’s perspective and give in-depth gaming and PC/console troubleshooting support
• Ability to solve and analyse information accurately with appropriate speed and guidelines
• Those with strong interest in games are preferred but we do welcome fresh graduates or those without customer service experience and gaming experience