The Gaming Support Representative will be responsible to provide support to a huge MMORPG players base by helping with in-game questions, item restoration and any account or billing difficulties.
One of your tasks will be reading logs to understand what has happened in-game and take the necessary steps to provide the best solution possible based on that research and critical thinking, some technical knowledge will be required. As part of on
Fluent in Traditional Mandarin and English (written and spoken).
Passion for gaming and understanding of MMORPG mechanics is a plus.
Strong analytical and critical thinking skills; ability to read logs and troubleshoot effectively.
Basic technical knowledge (networking, client/server issues, etc.) preferred.
Previous experience in customer support, especially in gaming or tech support, is an advantage.
Willingness to work on rotating shifts (within 7 AM – 9 PM), including weekends and public holidays if scheduled.
Provide exceptional customer support in Traditional Mandarin and English through email, chat, and in-game tools.
Handle in-game issues such as item restoration, bug reports, gameplay questions, and technical problems.
Investigate player concerns by reviewing activity and log files to determine appropriate resolutions.
Assist with account issues, including login problems, password resets, and security verifications.
Manage billing and refund requests, following company policies and maintaining accurate records.
Escalate complex cases to senior teams when needed while ensuring timely follow-ups.
Deliver a professional and empathetic customer experience to a passionate gaming community.
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