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Customer Service
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**What You Will Do**:
The Senior Player Support Specialist serves as a crucial support and escalation point within the customer service team, handling specialized and complex issues, coordinating cross-departmental resources, and providing professional support for specific modules. This role requires deep knowledge of the gaming industry and strong problem-solving skills to ensure that player issues are resolved quickly and effectively.
- Manage and resolve escalated issues within specific modules (including game systems, content, quality assurance, payments, account management, compliance, etc.), particularly those requiring in-depth technical or knowledge-based support
- Provide daily support and technical consultation to the collaborative team, ensuring they can efficiently address player issues and needs
- Monitor and compile common issues reported by players and assist in maintaining the internal knowledge base for the support team
- Identify areas for optimization and potential risks in workflows, assisting the team in improving processes to enhance the overall efficiency and service quality of the player support team
**What We Are Looking For**:
Language Proficiency:
- Proficient in English.
Experience and Skills:
- At least two years of experience in game customer service or technical support, with experience in specific customer service modules such as payments, compliance, or quality assurance preferred
- A deep understanding of the gaming industry with extensive gaming knowledge, particularly familiarity with Genshin Impact, Honkai: Star Rail, and Zenless Zone Zero is a significant advantage
- Strong problem analysis and resolution skills, capable of independently handling complex issues
Personal Attributes:
- Excellent communication skills and a strong spirit for team collaboration
- High resilience to stress, capable of maintaining efficiency in a demanding work environment
- Detail-oriented, and responsible, with a strong customer service mindset and a continuous improvement attitude
- Ability to manage multiple tasks and work efficiently in a fast-paced environment
Working Conditions:
- Ability to work in a fast-paced environment
- Flexibility to work in shifts, including weekends and holidays when required
