Player Support Executive (English&Chinese)

Sideinc; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Benefits offered by this job

Medical Reimbursement

Transport allowance

Job summary

Sideinc is seeking a dedicated gaming-focused customer support specialist in Kuala Lumpur. You will assist players via email, chat, and social platforms, resolving technical issues and providing top-tier service.

The role requires fluency in English and Mandarin, the ability to manage multiple conversations, and a gamer-centric approach to troubleshooting. Weekend and public holiday shifts are mandatory.

Qualifications

• Proficient in English; Mandarin fluency is a plus.
• Experience in customer support, preferably in gaming.
• Strong written and verbal communication with soft skills.

Responsibilities

• 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 Mandarin to English and vice versa
• Report and minutes writing in English or Chinese

Skills

English (fluent)

Mandarin (fluent)

Customer service

Gaming knowledge

Job description

• 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 Mandarin to English and vice versa
• Report and minutes writing in English or Chinese

Requirements

• English (fluent), or Mandarin (fluent, native)
• Requires towork on weekends and public holidays with a fixed schedule.
• Strong in both written and communicating in English
• 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
• Team player
• Those with strong interest in games are preferred but we do welcome fresh graduates or those without customer service experience and gaming experience

Benefits

• Medical Reimbursement
• transport allowance