Job Overview
Serve as the essential link between clients and the gaming community by investigating and delivering prompt, quality responses to players’ questions while providing valuable feedback to developers. Work in a dynamic environment focused on player engagement, technical support, community management, and trust & safety services for AAA and indie studios.
Responsibilities
- Deliver excellent customer support to players through ticketing, email, or chat.
- Investigate and resolve player inquiries promptly.
- Assist internal teams with project-related requests and ensure smooth collaboration.
- Gather and deliver player feedback according to established procedures.
- Provide translations when required to ensure seamless communication.
- Maintain accurate and detailed reports to keep processes streamlined.
- Ensure prompt escalation of issues following established procedures.
- Contribute to support processes with personalized macros and knowledge base.
- Participate in maintaining high-quality standards through the QC process.
- Take part in training sessions to enhance skills and knowledge.
- Manage time effectively to meet players’ needs.
- Master gameplay knowledge of products to serve players better.
Qualifications
- C1-C2 level Korean language proficiency, with English at B2 level or higher.
- Excellent communication skills for effective player support.
- 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 for efficient support.
- Basic troubleshooting skills to assist players with technical challenges.
- Availability for full-time work, including weekends (Saturday and Sunday).
- Familiarity with Helpshift/Zendesk or other CRM tools.
- Knowledge of macros customization for streamlined responses.
- Experience with MS Office or Google Suite apps for documentation.
Nice-to-Haves
- Previous customer service experience (remote or on-site/retail).
- Knowledge of community platforms (e.g., Discord, Slack).
- Passion for video games.
