Customer Support Agent with English

Amber Studio; Philippines; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

Attractive salary package

Training and learning programs

Dynamic team environment

Supportive teammates

Job summary

Amber Studio is seeking a Player Support Agent to assist players of a Live game, handling queries about account settings, gameplay, purchases, and basic troubleshooting. You will gather data from players, diagnose root causes, and provide personalized solutions while staying updated with game changes.

The role emphasizes culture, teamwork, and delivering exceptional user experiences in a fast-paced environment.

Qualifications

• Native or fluent written and spoken English is required.
• At least 1 year of working experience in customer service, player support, or contact center.
• Experience with contact center processes, tools, and multilingual support.
• Able to diagnose and solve problems using knowledge bases and tools.
• Comfortable with fast-paced environments and constant change.
• Video games knowledge is a plus and customer-focused attitude is essential.
• Multilingual support experience is a plus.

Responsibilities

• Provide support and answer inquiries for Live Players.
• Gather relevant data from players, understand root causes, and offer personalized solutions.
• Stay updated on game features, design, and procedural changes.
• Be in tune with the project’s productivity and quality targets.
• Carefully check the backlog and report negative trends promptly.
• Maintain healthy KPI results daily/weekly/monthly.

Skills

Fluent English

Communication skills

1+ year customer service

Contact center tools

Multilingual support

User experience

Problem solving

Fast-paced environment

Video game knowledge

Technical support experience

Tools

Helpshift

Zendesk

Slack

Zoom

MS Office

Job description

About us:

At Amber, we're always on the hunt for the most talented individuals in the industry to join our team. We're dedicated to delivering top-notch service to our customers and know that our employees are key to making that happen. We offer attractive compensation packages and plenty of chances to grow with us, and we're always on the lookout for ways to do things better. Our team works together towards common goals, and we value each member's contributions to our mission of continuous improvement and innovation.

About the role:

As a Player Support agent, you will be supporting the players of a Live game, assisting them with queries regarding account settings, gameplay, purchasing, basic troubleshooting, and other miscellaneous game-related questions they may have.

Of course, we are not limiting ourselves just to this, as we want to be as close as we can to the community and listen and gather their valuable feedback when they reach out to us.

First and foremost, one of our core values is Culture, and this is reflected in our daily activities.

We value each one of our players and we like to consider ourselves as their trusty friends and be there for them whenever they need us. We are devoted to giving our partners incomparable services by demonstrating exceptional quality, understanding cultural differences, and showing empathy, proactiveness, and resourcefulness.

The Quest:

• Provide support and answer inquiries for Live Players.
• Gather relevant data from the players, understand the root cause, and offer personalized solutions.
• Constantly keeping yourself updated in terms of game/features/design/procedural changes.
• Be in tune with the project’s productivity and quality targets.
• Carefully check the backlog and report negative trends as soon as possible.
• Maintain healthy KPI results on a daily/weekly/monthly basis.

The Skills:

• High level of fluency in written and spoken English.
• Excellent written and verbal communication skills.
• At least 1 year of working experience in customer service, player support, or contact center.
• Hands-on experience with contact center processes, tools, and multilingual support.
• Innovative and passionate about delivering the best user experiences possible.
• Ability to diagnose and solve problems with varying complexity, using multiple tools or knowledge bases.
• Must be experienced and comfortable with working in a fast-paced environment and dealing with constant change.
• Video games knowledge.
• Technical support experience in a customer-focused role is preferred, but not essential.

Tools:

• Helpshift
• Zendesk
• Slack / Zoom
• MS Office Suite

Nice to have:

• iOS/Android/Switch/PlayStation/PC experience.
• Ability to work in a multicultural environment.
• Game support knowledge.

The Reward:

• A fun and dynamic industry where you can make a difference.
• Professional and friendly work environment.
• An attractive salary package.
• Awesome and talented colleagues.
• Support from all your teammates.
• Access to training and learning programs.