Tech Stack
Problem SolvingCommunication
Job Description, Responsibilities & Requirements
About the Position
Customer Support Agent with English
Amber Studio is looking for a dedicated Customer Support Agent with English to join our team in Manila, Philippines. This is a Contractor position, offering a project-based opportunity.
About Us
At Amber Studio, we pride ourselves on delivering top-notch service to our customers. Our team is committed to continuous improvement and innovation, and we value each member's contributions. We offer attractive compensation packages and numerous opportunities for growth.
About the Role
As a Customer Support Agent with English, you will be responsible for supporting our Live game players. Your duties will include:
- Assisting players with account settings, gameplay, purchasing, and troubleshooting.
- Gathering and analyzing player feedback to improve our services.
- Staying updated on game features, design, and procedural changes.
- Monitoring project productivity and quality targets.
- Reporting negative trends in the backlog promptly.
- Maintaining healthy KPI results on a daily, weekly, and monthly basis.
Responsibilities
- Provide support and answer inquiries for Live Players.
- Gather relevant data from players, understand the root cause, and offer personalized solutions.
- Stay updated on game/features/design/procedural changes.
- Monitor project productivity and quality targets.
- Report negative trends in the backlog promptly.
- Maintain healthy KPI results on a daily/weekly/monthly basis.
Requirements
- 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.
- Comfortable working in a fast-paced environment and dealing with constant change.
- Knowledge of video games.
- 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.
We Offer
- A fun and dynamic industry where you can make a difference.
- Professional and friendly work environment.
- Awesome and talented colleagues.
- Support from all your teammates.
- Access to training and learning programs.
Apply
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