Mandarin-Speaking Customer Support Representative

Location: Vancouver, British Columbia, Canada

Department: Client Service

Type: Full Time

Min. Experience: Entry Level

Job brief:
We are looking for a Mandarin-Speaking Customer Support Representative with a passion for people, technology, and games! The Customer Support Representative plays a crucial role in our mission to offer our customers the best-managed game service experience on the market. You are responsible for taking and processing all incoming technical support requests from our clients in Asia via Skype and email using our service-desk softwares (Atlassian JIRA Service Desk). This is a perfect role for a recent college grad who loves games and is looking to get their start in Engineering, QA or IT within a casual office environment.

Note: This is a 40-hour position that involves working over weekends. Candidates must be able to work 9:00AM-5:00PM from Wednesday to Sunday.


  • Interpret and gather the definition of each technical support request expressed by our Asian clients in their native language (Mandarin);
  • Establish Severity Level, document & log each service request (in English) into our service-desk software (Atlassian JIRA Service Desk);
  • Escalate & dispatch all service requests requiring game client / platform engineer and/or technology infrastructure engineer;
  • Assist clients to troubleshooting issues as they arise in a friendly, helpful manner
  • Perform all of the associated service-desk software entry, service-desk incident tracking, monitoring, updating, interconnected administration and business processes to ensure each support request meets our Service-Level-Agreement (SLA) commitments;
  • Monitor service desk requests dispatched to game client/platform/infrastructure engineers and maintain liaison procedures & further escalation policies to also ensure we meet our SLA commitments;
  • Update and transition service desk issues with the Genesis Asia (Taiwan) service desk team at the end of the work shift and start of the work shift
  • Regularly perform service desk and technical services related to administration
  • Assist the engineering team in testing out our games (you get to play casino slot games!)
  • Requirements
  • Strong Computer Skills, including E-mail and Microsoft Office Suite
  • Proven ability to deliver great customer service
  • Fluent in English & Mandarin
  • The ability to learn new technologies quickly (JIRA Atlassian)
  • Must be able to work 3 days in-office and weekends from home.

Bonus Points:

  • Experience working with JIRA Atlassian.
  • A passion for developing a career in Technical Support or IT Ops an asset
  • Educational background in IT or Computer Science an asset


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