Live Game Support Specialist — Players First

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

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.