Senior Player Support Specialist - Customer Service (Contract)

Role Overview

We are seeking a Senior Player Support Specialist to undertake a contract position focusing on advanced customer service within gaming. You will handle escalated concerns across multiple modules such as game systems, content, quality assurance, payments, account management, and compliance, especially those requiring specialized technical and knowledge-based assistance.

Key Duties

• Effectively manage complex escalated cases requiring detailed technical understanding.
• Provide daily technical support and consultation to teammates to empower efficient resolution of player inquiries.
• Track frequently reported player issues and support the upkeep of an internal knowledge base to enhance team responsiveness.
• Spot inefficiencies and workflow risks, collaborating to refine processes and boost team efficiency and service quality.
• Assist in identifying and mitigating risks related to compliance, quality, or operations.

Candidate Profile

• Possess 3 to 5 years of advanced customer service experience in gaming or technology sectors with history of designing end-to-end support solutions.
• Proficient with Voice of Customer/Voice of Employee frameworks and experienced in operational data analysis, ideally with SQL and Tableau.
• Strong project leadership capabilities in managing cross-departmental initiatives aimed at process optimization from start to finish.
• A passion for gaming and tech industries, with extensive familiarity with HoYoverse titles considered an advantage.
• Fluent English communication skills, both written and verbal; additional languages such as Mandarin, Japanese, or Korean are desirable but optional.
• Ability to clearly communicate complex findings to a diverse audience including technical and non-technical stakeholders.