Experienced Multilingual Customer Support Agent with English and Chinese Fluency – Live Game Player Support Specialist at blithequark

Introduction to blithequark and the Industry blithequark is a leading player in the dynamic and ever-evolving gaming industry, dedicated to providing exceptional experiences for its users. As a key part of this mission, we are seeking a highly skilled and passionate Customer Support Agent who is fluent in both English and Chinese. This role is crucial in ensuring that our live game players receive the best possible support, resolving their queries and feedback in a timely and personalized manner. If you are a customer service enthusiast with a passion for gaming and languages, this could be the perfect opportunity for you to join our vibrant team and contribute to the success of blithequark. Job Overview The Customer Support Agent role at blithequark involves working closely with our live game players to address their concerns, provide solutions, and gather feedback to improve our services continuously. The ideal candidate will have a strong background in customer service, excellent communication skills in both English and Chinese, and the ability to work in a fast-paced environment. This position requires not only technical skills but also a deep understanding of customer needs and the ability to deliver user experiences that exceed expectations. Key Responsibilities Provide high-quality, personalized support to live game players via multiple channels, ensuring timely resolution of queries and feedback. Maintain and improve KPI results, focusing on customer satisfaction, response times, and resolution rates. Stay updated on game changes, new releases, and updates to provide accurate and relevant support to players. Collaborate with internal teams, including game development, marketing, and community management, to ensure a cohesive player experience. Utilize problem-solving skills to diagnose and resolve complex issues, leveraging multiple tools and knowledge bases. Contribute to the continuous improvement of our support processes, tools, and multilingual support capabilities. Participate in training and learning programs to enhance skills and knowledge, staying current with industry trends and best practices. Essential Qualifications High level of fluency in written and spoken Chinese and English, enabling effective communication with players and internal stakeholders. At least 1 year of working experience in customer service, player support, or contact center environments, preferably in the gaming industry. Excellent written and verbal communication skills, with the ability to craft clear, concise responses to player inquiries. Hands-on experience with contact center processes, tools, and multilingual support, with a strong understanding of how to leverage these to enhance the player experience. Innovative and passionate about delivering exceptional user experiences, with a customer-centric approach to problem-solving. Ability to work in a fast-paced environment, adapting to constant change and prioritizing tasks effectively to meet performance goals. Basic knowledge of video games and the gaming industry, with a willingness to learn and stay updated on new developments. Preferred Qualifications Technical support experience in a customer-focused role, particularly in the gaming sector, is highly desirable. Experience with gaming platforms, tools, and technologies, and an understanding of how these impact the player experience. Familiarity with customer service software, ticketing systems, and knowledge management tools, with the ability to learn new systems quickly. Certifications or training in customer service, technical support, or a related field, demonstrating a commitment to professional development. Skills and Competencies Communication Skills: Excellent verbal and written communication skills in English and Chinese, with the ability to communicate complex information clearly and concisely. Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex issues using multiple tools and knowledge bases. Customer Service Skills: A customer-centric approach, with a focus on delivering exceptional user experiences and resolving player inquiries in a timely and personalized manner. Technical Skills: Familiarity with contact center processes, tools, and multilingual support, with the ability to learn new technologies and systems quickly. Adaptability and Flexibility: Ability to work in a fast-paced environment, adapting to constant change and prioritizing tasks effectively to meet performance goals. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our team members. As a Customer Support Agent, you will have access to a range of training and learning programs designed to enhance your skills and knowledge, from customer service and technical support to industry trends and best practices. Our goal is to provide a supportive and inclusive environment where you can thrive, develop your career, and contribute to the success of blithequark. Work Environment and Company Culture blithequark prides itself on its fun, dynamic, and professional work environment. Our team is made up of talented and passionate individuals who are dedicated to delivering exceptional experiences for our players. As a member of our team, you can expect a collaborative and supportive culture, with regular feedback, recognition, and opportunities for growth and development. We believe in fostering a positive and inclusive work environment that encourages creativity, innovation, and teamwork. Compensation, Perks, and Benefits A competitive salary and benefits package, reflecting your skills, experience, and contributions to blithequark. Access to a range of perks and benefits, including training and learning programs, social events, and team-building activities. A fun and dynamic work environment, with a team of talented and passionate individuals who share your passion for gaming and customer service. Opportunities for career growth and development, with a focus on promoting from within and supporting the ongoing development of our team members. Conclusion If you are a motivated and customer-focused individual with a passion for gaming and languages, we encourage you to apply for the Customer Support Agent role at blithequark. This is a unique opportunity to join a dynamic and growing company, contribute to the success of our live game players, and develop your career in a supportive and inclusive environment. Please submit your application, including your resume and a cover letter outlining your experience, skills, and motivations for joining blithequark. We look forward to hearing from you and exploring how you can contribute to our team's success.