Chinese & English Customer Support Agent - Gaming

Posted 22 days agoViewed

TaiwanFull-TimeGaming

Company:Keywords Studios

Location:Taiwan

Languages:Traditional Chinese (Mandarin), English

Seniority level:Entry

Skills:

AWSBackend DevelopmentDockerGraphQLLeadershipNode.jsPHPPostgreSQLProject ManagementPythonSoftware DevelopmentSQL3D Modeling - RhinoAbapAdobe After EffectsAdobe Creative SuiteAdobe DPSAdobe IllustratorAdobe InDesignAdobe LightroomAdobe PhotoshopAgileAmazon FBAAmazon RDSAndroidApache AirflowApache CXFApache HadoopApache HbaseApache MXNetApache TomcatArtificial IntelligenceAspect eWFMASP.NETAutodesk AutocadAWS EKSBashBlockchainBusiness AnalysisBusiness DevelopmentBusiness IntelligenceBVA AnalysisCiscoCitrixCloud ComputingCybersecurityCypressData AnalysisData MiningDesign PatternsDifferential EquationsDjangoDqlDrupalDynamoDBEclipseEgnyteElasticSearchEmbedded SystemsErlangErwinEs6EthereumETLExcel VBAExpress.jsEye TrackingFGPA ArchitectureFigmaFlashFlaskFlutterFortranFrontend DevelopmentFsharpFull Stack DevelopmentGame DesignGame DevelopmentGCPGitGraphic DesignGulpHadoopHadoop HDFSHibernateHTMLCSSImage ProcessingiOS DevelopmentIoTJavaJava EEJavaFX & FXMLJava J2EEJava RmiJavascriptJenkinsJestJMeterjQueryJUNITJVMKafkaKerasKibanaKiCADKnockout.jsKotlinKubeflowKubernetesLDAPLotus NotesMachine LearningMac OS XMatlabMicrosoft AccessMicrosoft Active DirectoryMicrosoft AzureMicrosoft DynamicsMicrosoft ExchangeMicrosoft .NETMicrosoft Power BIMicrosoft SQL ServerMLFlowMongoDBMySQLNetbeans IDENginxNhibernate*NixNLTKNumpyNUnitOAuthObjective-COpen Api QzoneOpenCVOracleOracle EBSOracle ERPOracle RDBMSOracle RMANPeople ManagementProduct ManagementPyTorchQAQA AutomationQliksenseQlikViewQtRabbitmqReact.jsReact NativeRubyRuby on RailsRxJSRxSwiftSalesforceSAPSAP ABAPSAP EWMSAS EGSCRUMSharePointShopifySnowflakeSoftware ArchitectureSpringSpring BootSpring MVCSQLiteSwiftTypeScriptUI DesignUnity3DUser Experience DesignVBAVB.NETVisual BasicVue.JsXamarinXbox 360 DevelopmentXbox One DevelopmentYarnYii2 PHP FrameworkZabbixZend FrameworkAssemblerC#C++Project CoordinationHR ManagementGoogle AnalyticsJiraProduct OperationsCross-functional Team LeadershipOperations ManagementAmplitude AnalyticsTableauAdministrative ManagementProduct DevelopmentStrategyJQLBusiness OperationsFinancial ManagementProduct AnalyticsActiveMQAirflowAlgorithmsAmazon Web ServicesApache KafkaAPI testingASP.NET MVCASP.NET Web APIAxiosAzureBeanstalkBehavioral economicsBehavioral scienceBlenderCassandraClickhouseContent creationContent managementData engineeringData scienceData StructuresDelphiFastAPIFirebaseGoGrafanaGroovygRPCHaskellJava Enterprise EditionJava SpringJDBCKoajs.NET.NET coreAngularManual testingMavenMobile testingPostgresProduct designPrometheusRDBMSREST APIRedisReduxRegression testingRelease ManagementResource PlanningServerlessStrategic ManagementSymfonyTestRailTomcatUnreal engineWebRTCNest.jsNext.jsNosqlPandasReactRubyOnRailsRustSeleniumSparkTensorflowWeb3.jsMicrosoft Office SuiteMS OfficeCommunication SkillsAttention to detailWritten communicationEnglish communicationExcellent communication skillsAdaptabilityProblem-solving skillsCritical thinkingFluency in EnglishTroubleshootingActive listeningTechnical supportCRMCustomer support

Requirements:

Mastery in C1-C2 level Traditional Chinese language proficiency. English at B2 level or higher. Excellent communication skills. Flexibility to adapt to various situations and player needs. Accountability and reliability in handling player inquiries and issues. Proactivity in identifying and addressing player concerns. Proficiency in navigating knowledge bases. Basic troubleshooting skills. Availability for full-time work, including weekends. Flexibility in working night shifts. Previous Customer Service experience is a plus. Knowledge of community platforms (e.g. Discord, Slack) is an asset. Passion for video games is encouraged.

Responsibilities:

Deliver excellent customer support to players. Investigate and resolve player inquiries promptly through ticketing, email, or chat. Assist internal teams with project-related requests. Gather and deliver player feedback according to established procedures. Provide translations when required. Maintain accurate and detailed reports. Ensure prompt escalation of issues following established procedures. Contribute to smoother support processes with personalized macros and knowledge base. Play a part in maintaining high-quality standards through the QC process. Take part in valuable training sessions. Manage time effectively and responsibly. Master gameplay knowledge of our products. Familiarity with Helpshift/Zendesk or other CRM tools. Knowledge of macros customization. Experience with MS Office or Google Suite apps.