Game Support Representative

Qroad Philippine Inc.; Pasig; On-site; PHP 334,800 - 558,000; Full time

Job summary

A gaming company in Pasig City is looking for a Community Manager to enhance player experience by providing support across various platforms. Responsibilities include responding to player inquiries, managing social media presence, and collecting community feedback. Candidates should have average English communication skills and experience in community management, with a passion for gaming including MMORPGs and RPGs.

Qualifications

• Strong written English communication skills.
• Experience with MMORPG, RPG, Action, Puzzle games.
• Knowledge of NFT games and cryptocurrency is a plus.

Responsibilities

• Communicate effectively with players to understand their needs.
• Answer customer support tickets, emails, and chats.
• Maintain and moderate social media accounts.

Skills

Average communication skills in English

Experience in customer/game/player support

Attention to detail

Ability to manage online community

Ability to handle difficult customers

Job description

Overview

Responsibilities

• Effectively communicate with players to understand their needs and demands.
• Answer customer support tickets, emails, user reviews, chats, and/or comments in a professional, respectful and timely manner.
• Maintain, moderate, and provide customer support in all social media accounts, forums, and official review stores related to the product.
• Provide reports on community feedback, buzz and viral coverage.
• Maintain social network presence including Facebook, Twitter, and other social media platforms.
• Highlight any players’ concerns and issues that you are aware of across the social media and forums to the respective teams.
• Data management and reporting on content, events, and activities.
• Study and familiarize the game with the goal to learn the process and curves of the game.
• Collect, investigate, process, and document various data regarding in-game issues, exploits, and bugs.
• Assisting the immediate supervisor, team leader or client with any task that is assigned from time to time.

Qualifications

• Average communication skills (mainly written) in English.
• Experience in customer/game/player support (mail and chat support) is a plus.
• Experience in moderating an online community is a plus.
• Experience in community management across territories and cultures.
• Attention to detail and ability to multitask.
• Ability to interpret website traffic and online customer engagement metrics.
• Experience launching community initiatives (e.g. building an online forum, Discord channel, Facebook page, Facebook group, launching an ambassador program, creating an event series and writing an email newsletter).
• Requires strong attention to detail & follow through on user issues.
• Ability to handle difficult customers, players, or users in a polite and professional manner.
• Good team player and requires minimal supervision.
• Organized and results-oriented.
• Experience with MMORPG, RPG, Action, Puzzle and other game genre (PC/Mobile).
• Knowledge and passion for NFT games and Cryptocurrency is a plus.
• Familiar with various media platforms and blockchain, and new media operation mode.
• Amenable to work on shifting schedules including evenings, weekends and/or holidays. (as required).
• Applicants must be willing to work in Pasig City (on-site).