Customer Support Agent with English

Amber; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Attractive salary package

Training opportunities

Friendly work environment

Talented colleagues

Team support

Job summary

Amber is seeking a Player Support agent to assist Live game players with account settings, gameplay queries, purchases, and basic troubleshooting. You will gather data, understand root causes, and provide personalized solutions.

You should stay updated on game changes, work in a fast-paced environment, and help maintain positive KPI results while engaging with a multicultural player base.

Qualifications

• High level of fluency in written and spoken English.
• 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.
• Video game knowledge.
• Technical support experience is preferred but not essential.
• Ability to diagnose and solve problems with varying complexity, using multiple tools or knowledge bases.
• Able to work in a fast-paced environment with constant change.
• Excellent written and verbal communication skills.

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/procedural changes.
• Be in tune with project productivity and quality targets.
• Backlog checking and reporting negative trends promptly.
• Maintain healthy KPI results daily/weekly/monthly.

Skills

Fluent English

Communication skills

Customer service experience

Contact center tools

Multilingual support

Video game knowledge

Problem solving

Fast-paced environment

Tools

Helpshift

Zendesk

Slack

Zoom

MS Office Suite

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.