Job Responsibilities:
1. Handle escalated tickets from Level 1 CS contractors, primarily responsible for processing non-in-game currency or score editting escalated tickets. To review game knowledge from product development documentation on confluence, internal knowledge database, GM backend tool queries, and direct communication with dev team to provide clear response instructions to Level 1 CS contractors based on SOPs until the issue is resolved. The quantity and quality of escalated tickets processed will impact contract renewal, with a benchmark requirement of 30 escalated tickets per 4-hour shift.
2. Summarize player inquiries on daily/weekly/monthly basis, identify and alert potential game bugs/SOP flaws/inadequate knowledge database content, etc., and report to the customer service supervisor for further
3. Conduct quality sampling checks on Level 1 CS contractors replies, compile QC reports, and follow up on feedback and guidance for Level 1 CS contractors' quality performance.
Job Requirements:
1. Willing to work as non-direct employee with up to 4-hour a day, with compensation based on attendance hours.
2. Familiar with CRM tools such as Aihelp/Helpshift, and have a basic understanding of casual games or card games.
3. English B2 level or above. Native in Spanish or Portuguese or command of Chinese is a plus, as the role requires understanding customer service backend tools that may include Chinese.
4. Prior experience in direct user-facing (to C) service roles handling customer issues (
Customer Support Professional with L2 experience in:
* Online gaming platforms
* Cloud service solutions
* Internet-based products)