Player Customer Support Specialist

Ark Games is Skywork - Kunlun's UGC game platform with global distribution in more than 150 countries and regions. In addition to covering MMO, ARPG and other mobile game categories, we try to incubate new categories such as quadratic and SLG, and coordinate development with other platform businesses of the company.

The player customer support specialist plays an important role in the team by managing different types of customer service tasks related to our existing and future game products, daily duties include handling in-game questions, resolve player feedbacks and complaints, and offer continuous support to improve players' overall gaming experience.

Job Responsibilities：

1. Provide support to players by resolving in-game issues through online customer service system;
2. Gather and categorize player feedback and complaints, offering reassurance and support as needed, and provide timely report to the game operations team;
3. Collaborate with the operations team to enhance player community engagement and conduct user research;
4. Perform functional testing for certain game features and monitor the game’s operational status.

Job Requirements:

1. Diploma or Bachelor's Degree in any field.
2. Minimum of one year of experience in game customer service or a related field;
3. Strong understanding of online games, excellent communication skills, and patience in handling user interactions;
4. Proficiency in English is required, as the role involves communication with English-speaking players. Additional proficiency in another language (such as Chinese) is advantageous for liaising with multilingual user communities.
5. Willingness to work in shifts, including weekends and holidays, if required.