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Player Support Specialist

Job Overview

We have brought fans popular games including Genshin Impact, Honkai: Star Rail, Honkai Impact 3rd, Tears of Themis, and Zenless Zone Zero, as well as a wide range of entertainment content. If you're looking to play a key role in creating the best immersive virtual world experience for our users, we invite you to join our team.

Key points

  1. Handle and resolve common player-reported issues across key modules (including game systems, content, payments, and account management)…

  2. Provide frontline support to players, responding to inquiries in a timely and professional manner by following established guidelines and scripts.

  3. Record and categorize recurring player issues, contributing observations to the team’s shared knowledge base to help improve response consistency.

  4. Follow defined workflows and support processes, flagging any noticeable inefficiencies or unclear procedures to the team lead for review.

  5. Basic familiarity with support tools and ticketing systems; exposure to data tracking or reporting is a plus.

  6. Comfortable working within structured processes and cross-functional teams, with a willingness to learn and adapt.

  7. Passionate about the gaming & tech industry. Experience with HoYoverse products is a strong plus.

  8. Fluent in English (knowledge of Mandarin or any other languages is a plus, but not required).

Languages

Mandarin a plusEnglish a plus

Skills

Account ManagementCustomer SupportTicketing ToolsCommunication

Experience: Fresher · 0–2 years · Job type: Contract