文字技術客服專員(中文/英文) Customer Support Representative (CN/EN)

• Monitor multiple chat dashboards; • Handle end users’ queries in live chat and ensure prompt response; • Inform end-users in the live chat about any service irregularity; • Resolve any end-users’ disputes in the live chat and escalate to the next level of support for higher level of intervention and log in complaints if the technical verification of the first line customer support is required; • Sustain discipline in the live chat; • Verify and ensure the quality of clients’ service from the end user’s perspective; • Communicate with operators and handle incoming requests via e-mail and trouble ticketing system and any other system trained; • Perform initial technical investigation basing on the information in the office and game server logs, kibana and systems trained; • Mediate between technical department and operators and to keep operators informed about any service irregularities; • Follow response and resolution times assigned for the requests; • Provide resolutions of the investigated cases to the Company clients around the world; • Cooperate with every level of technical support of the Company around the world; • Work in team with colleagues from all over the world, which improves the language skills and to view things in an international perspective.