Customer Service

About the job

SummaryBy Outscal

**3 skills required for this role**:

- Boost these skills to join the top 1% applicants for this job- Communication- Lighting & Shading- Account Management**Test Your Skills**

**Add These Skills**

**Must have**:

- 2+ years game customer service experience
- Deep gaming knowledge (Genshin Impact etc.)
- Strong problem-solving and communication skills
- Experience with payment/compliance modules preferred

**Good to have**:

- Chinese language proficiency
- Experience in quality assurance

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**Who Are We?**
- HoYoverse is committed to providing immersive virtual world experiences to players around the world. We have brought fans popular games including Genshin Impact, Honkai: Star Rail, Honkai Impact 3rd, Tears of Themis, and Zenless Zone Zero, as well as a wide range of entertainment content.
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Community is at the heart of everything we do. We are devoted to engaging fans and fostering an enthusiastic and inclusive global community that provides access and encouragement for people to share their passion for ACG (Animation, Comics, and Games) through their own creativity and skills.
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Pushing the boundaries of imagination, we consistently explore cutting-edge game development technologies, and have accumulated leading technical capabilities in cel shading, cloud gaming, and other fields.
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In the future, we will continue to expand our content production, technology research, and publishing duties through operations in offices in Singapore, Montreal, Los Angeles, Tokyo, Seoul, and other areas.-
**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. Understanding of Chinese to liaise with teams will be an advantage.
- 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
- We are an equal opportunity employer that believes diverse backgrounds are key to bringing our concepts to life. If you're looking to play a key role in creating the best immersive virtual world experience for our users, we invite you to join our team.View Full Job Description