Customer Support Agent with English and Chinese

About the Position

Customer Support Agent with English and Chinese

Amber Studio is seeking a dedicated Customer Support Agent with proficiency in both English and Chinese to join our team in Montreal, Quebec, Canada. This role is a Contractor position, offering a unique opportunity to provide exceptional player support and enhance user experience.

About the Role

As a Customer Support Agent, you will be the first point of contact for our players, assisting them with queries related to account settings, gameplay, purchasing, basic troubleshooting, and other game-related questions. Your role will involve:

• Providing support and answering inquiries for Live Players.
• Gathering relevant data from players, understanding the root cause, and offering personalized solutions.
• Staying updated on game/features/design/procedural changes.
• Monitoring project productivity and quality targets.
• Checking the backlog and reporting negative trends promptly.
• Maintaining healthy KPI results on a daily/weekly/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.
• Check the backlog and report negative trends promptly.
• Maintain healthy KPI results on a daily/weekly/monthly basis.

Requirements

• High level of fluency in written and spoken Chinese.
• 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.
• Experience and comfort 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.
• Additional Days Off - according to Amber’s internal policy.
• Professional and friendly work environment.
• An attractive salary package with private medical services.
• Awesome and talented colleagues.
• Support from all your teammates.
• Access to training and learning programs.

About the Company

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.