English Customer Support Representative

About the company

Mechanist Games is an independent game studio with a global footprint and a strong focus on interactive entertainment. Founded in April 2011 and headquartered in Xiamen, China, the company also operates through offices and subsidiaries in Chengdu, Hong Kong, Singapore, Russia, and Turkey. Its team includes around 400 professionals from more than 10 countries, bringing an international outlook and a youthful approach to game development. The studio has released multiple titles worldwide, including City of Steam, Dream Raiders, Heros of Skyrealm, Game of Sultans, Game of Khans, Path of Immortals, and Game of Vampires.

Work mode

This is a remote, full-time role organized around day or shift-based schedules. Candidates should ideally have around 1 year of experience.

Role overview

In this position, you will support players across different channels, help resolve game-related issues, and contribute to the quality of the player experience.

Key responsibilities

• Handle day-to-day player support through in-game tickets, social media messages, and email.
• Help users troubleshoot and work through technical problems in the game.
• Log player-reported issues and feedback, then follow up on active online problems.
• Monitor Facebook and other community channels to gather user feedback and concerns.
• Review and proofread campaign content, localization materials, and advertising copy.
• Test updates and newly launched game content for the titles you support.
• Join weekly team discussions with other agents and the manager.

Requirements

• Strong written and spoken communication skills in both English and Chinese.
• A genuine interest in games and comfort interacting with players.
• Good understanding of player behavior, preferences, and communication style.
• Solid computer literacy and the ability to switch between multiple tools and platforms at once.
• Must be able to work from home using a personal PC or Mac and a stable, secure internet connection.
• Good troubleshooting ability and a structured approach to solving problems.
• Self-motivated, adaptable, and eager to keep learning and improving.
• Willingness to work outside standard hours when required.
• Friendly personality, strong collaboration skills, and the ability to stay calm under pressure.
• Fresh graduates and interns are encouraged to apply.

Perks and rewards

• Performance-linked recognition and rewards.

Additional information

The team works with a group of approximately 10 to 15 support agents in weekly meetings. The role also involves keeping up with game updates and newly released content for the titles being supported.