Player Support Specialist (Customer Service Specialist)

Gravity Game Unite Sdn Bhd; Kuala Lumpur; On-site; MYR 33,000 - 67,000; Full time

Job summary

Gravity Game Unite Sdn Bhd is seeking a Player Support Specialist to provide top-tier support for our PC and mobile games from Kuala Lumpur. You will handle inquiries via email, tickets, and chat, maintain upbeat communication, and help with game events, testing, and ongoing player engagement.

The role requires strong English skills, at least 2 years in customer service, a passion for MMORPGs, and a proactive, detailed-oriented approach.

Qualifications

• Proficient in English; other languages considered a plus.
• At least 2 years in customer service, ideally in gaming.
• Passionate about MMORPGs and gaming culture.
• Ability to analyze data and solve problems; strong written communication and typing skills.
• Proactive, detail-oriented, patient, and highly responsible.

Responsibilities

• Provide customer service to players through multiple channels to boost satisfaction and brand.
• Communicate professionally with players, respond to inquiries, and handle complaints.
• Troubleshoot in-game issues including item restoration, account, or billing problems.
• Escalate unresolved issues to internal teams as needed.
• Run game events as a Game Master.
• Monitor game server and report urgent issues.
• Test and review unpublished games.

Skills

English proficiency

Customer service

Communication skills

Data analysis

Job description

Player Support Specialist (Customer Service Specialist)

Location: Vista Tower, The Intermark, Kuala Lumpur

Working Hours: 24/7 Rotational Shift, 9 hours per day, 5 days a week

Job Overview

We are looking for a passionate and service-oriented Player Support Specialist to join our growing team in Gravity Game Unite. You will provide support to our player base for popular PC and mobile game titles, ensuring upbeat and high-quality assistance via email, tickets, IM communication, etc. You will also be able to venture and expand your knowledge in the gaming field; such as running events, game testing, etc.

Key responsibilities

• Provide customer service to players through various support channels to improve user satisfaction and promote game branding (emails, tickets, IM communication, etc.)
• Conduct friendly + professional communication with players, respond to game inquiries, and deal with player complaints
• Troubleshoot in-game issues including item restoration, account, or billing problems
• Escalate unresolved issues to the appropriate internal teams when needed
• Run game events as a Game Master
• Monitor the game server and report any urgent issues
• Test and provide structured reviews of unpublished games

Job Requirements

• Proficiency in English is required; proficiency in additional languages is highly desirable
• Minimum of 2-year experience in customer service field isrequired; any gaming related customer service experience is highly desirable
• Passionate aboutMMORPGs and strong interest in gaming culture is highly preferred
• Ability to analyze data and problem-solve effectively
• Good written communication and typing skills
• Strong communication skills, proactive, detail-oriented, patient, and highly responsible
• Willing to work on rotational shifts including weekends and public holidays

Why Join Us?

• Friendly and gaming-passionate team environment
• Central KL location, conveniently located near Ampang Park LRT