Customer Support Agent with English and Chinese

AMBER STUDIO; California (MO); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Friendly work environment

Training programs

Job summary

Amber Studio is seeking a Player Support agent to assist Live Players with account settings, gameplay, and purchases. You will diagnose issues, provide clear guidance, and escalate when needed, while staying updated on game changes.

The role emphasizes culture, empathy, and proactive problem-solving in a fast-paced environment with a focus on delivering outstanding user experiences.

Qualifications

• At least 1 year of working experience in customer service, player support, or contact center.
• Hands-on experience with contact center processes and multilingual support.
• Fluency in written and spoken Chinese (Traditional and Simplified) and English.

Responsibilities

• Provide support and answer inquiries for Live Players.
• Gather data, identify root cause, and offer personalized solutions.
• Stay updated on game/features/design changes.
• Meet project productivity and quality targets.
• Check backlog and report negative trends promptly.
• Maintain healthy KPI results daily/weekly/monthly.

Skills

Chinese

English

Communication

Customer service

Multilingual support

Problem solving

Fast-paced work

Video games knowledge

Technical support

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 aPlayerSupport agent, you will be supportingthe players of a Live game, assisting them with queries regarding account settings, gameplay, purchasing, basic troubleshooting, and other miscellaneous game-related question they may have.

Of course,we arenot limiting ourselves just to this,as we want to be as close as we can to the communityandlisten and gather their valuablefeedback whenthey reach out to us.
First and foremost, one of our core values isCulture, and this is reflected in our daily activities.

We value each one of our players andwelike toconsider ourselves as their trusty friends and be there for them whenever they need us.We are devoted to giving our partners incomparable servicesby demonstrating exceptionalquality,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 productivityand 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 or native level of fluency in written and spokenTraditional and Simplified Chinese.
• High level of fluency in written and spokenEnglish.
• Excellent written and verbal communication skills.
• At least 1 year of working experiencein 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 comfortablewithworking in a fast-paced environment and dealing withconstantchange.
• Video games knowledge.
• Technical support experience in a customer-focused role is preferred, but notessential.

Tools:

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

Nice to have:

• iOS/Android/Switch/PlayStation/PCexperience.
• Ability to workin 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.