Customer Support Representative (Mandarin Speaker) at Xsolla

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

GamingIndustries

Requirements

Fluent in English and Mandarin (spoken and written), with strong communication skills
A natural problem-solver who enjoys helping people and providing excellent customer service
Ability to work across three shifts (day, evening, and night) to support 24/7 operations
Strong multitasking skills and the ability to quickly absorb and utilize large amounts of information
Able to explain difficult concepts in a clear and easy-to-understand way to users, partners, and teammates
Fresh graduates welcome with the right attitude and eagerness to learn
Ability to work in a fast-paced environment and remain calm under pressure
(Nice to have) Prior experience in customer support roles
(Nice to have) Proficiency in additional foreign languages
(Nice to have) Strong team player with a proactive mindset, able to find creative solutions to user challenges

Responsibilities

Assist players with payment and purchase issues across various communication channels (email, live chat, etc.)
Provide support in English and Mandarin, ensuring that players and partners feel heard and understood
Collaborate with game developers and other internal teams to resolve issues and ensure smooth player experiences
Handle multilingual requests and inquiries, quickly identifying and troubleshooting problems
Monitor system performance and escalate technical issues to relevant departments
Work efficiently within a team, providing timely updates on support cases and ensuring players' needs are met

Skills

Key technologies and capabilities for this role

MandarinEnglishCustomer SupportLive ChatEmail SupportPayment ProcessingProblem SolvingMultilingual Support

Questions & Answers

Common questions about this position

What languages do I need to speak for this role?

You must be fluent in English and Mandarin (spoken and written), with strong communication skills.

Is this a full-time employee position or contractor role?

This is a Contractor position.

What are the work hours or shifts for this job?

The role requires the ability to work across three shifts (day, evening, and night) to support 24/7 operations.

What key skills are required for the Customer Support Representative position?

Key skills include strong communication, problem-solving, multitasking, ability to explain complex concepts simply, and working well in a fast-paced team environment.

Can fresh graduates apply for this role?

Yes, fresh graduates are welcome to apply, provided they have the right attitude and eagerness to learn.

Xsolla

Integrated payment solutions for video games

About Xsolla

Xsolla provides integrated payment solutions and tools specifically designed for video game publishers and developers. Their services include payment processing, fraud detection, and gamified experiences, which help clients monetize their games and engage players effectively. Xsolla operates in over 200 countries, supports more than 130 currencies, and offers services in over 20 languages, making it accessible to a wide range of clients from indie developers to large publishers. Unlike many competitors, Xsolla focuses exclusively on the video game industry, allowing them to tailor their offerings to meet the unique needs of game developers. The company's goal is to enhance the gaming experience for players while providing developers with the tools they need to succeed.

Los Angeles, CaliforniaHeadquarters

2005Year Founded

$73MTotal Funding

DEBT_PPCompany Stage

Fintech, Entertainment, GamingIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Professional Development Budget

Risks

Web3 expansion with Xsolla ZK may face regulatory challenges in strict regions.

MENA market entry with iBLOXX could encounter geopolitical and market barriers.

Technical integration of 'Pay with Points' may struggle with user adoption issues.

Differentiation

Xsolla offers a comprehensive suite of tools for game monetization and distribution.

The company supports over 130 currencies and 20 languages, enhancing global reach.

Xsolla's partnerships with major gaming entities like Valve and Ubisoft boost credibility.

Upsides

Xsolla's launch of Xsolla ZK taps into the growing Web3 gaming market.

The Mastercard partnership introduces innovative payment solutions like 'Pay with Points'.

Collaboration with iBLOXX expands Xsolla's presence in the MENA gaming ecosystem.

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