Player Support Executive (ENG/CN)

Pole To Win International; Kuala Lumpur; On-site; MYR 20,000 - 30,000; Full time

Job summary

A leading company in customer support is hiring for a role focused on resolving technical issues related to computers and gaming consoles. Ideal candidates will be fluent in Chinese and English, possess strong soft skills, and have an interest in gaming. The role requires multitasking between various support channels while maintaining excellent service quality. Benefits include medical coverage, regular hours, and a casual dress code.

Benefits

Medical coverage

Regular working hours

Casual dress code

Qualifications

• Willingness to work weekends and public holidays.
• Interest in gaming is preferred; fresh graduates welcome.
• Ability to troubleshoot PC/console issues effectively.

Responsibilities

• Providing technical issue resolution through multiple online platforms.
• Handling concurrent customer interactions via chat and email.
• Escalating issues to clients or supervisors when necessary.

Skills

Fluency in Chinese

Fluency in English

Strong soft skills

Customer-focused mindset

Problem-solving

Gaming knowledge

Job description

Description

RESPONSIBILITIES

• Providing customer support and technical issue resolution via email, chat, social media, and other online platforms.
• Handling multiple concurrent chat and email interactions, as well as outbound calls, while managing frequent start and stop interactions from various online channels.
• Identifying, correcting, and advising on technical issues related to customers' computers, mobile apps, and video game consoles.
• Recognizing trends in customer problems and providing clear feedback to team members based on independent testing.
• Escalating real-time issues to clients or supervisors when necessary.

• Willingness to work on weekends and public holidays according to the shift schedule.
• Fluency in verbal and written communication in Chinese and English; additional Asian language skills (e.g., TC/SC) are preferred for handling queries in these languages.
• Customer-focused mindset with the ability to troubleshoot PC/console issues across multiple channels such as email, chat, and phone.
• Appreciation for games is advantageous.
• Meticulous team player with a results-driven approach.
• Ability to operate with appropriate urgency to meet operational demands.
• Strong soft skills to deliver excellent customer service quality.
• Understanding of games from a gamer's perspective, providing in-depth troubleshooting support for gaming and PC/console issues.
• Ability to analyze and solve problems accurately and efficiently following guidelines.
• Team-oriented attitude.
• Interest in gaming is preferred; however, we welcome fresh graduates and candidates without prior customer service or gaming experience.

Benefits include medical coverage, regular working hours, and a casual dress code (e.g., T-shirts).