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- Salary
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- Openings
- 1
- Posted
- 1 day ago
- Work mode
- In office
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Job description
About the Role
The Senior VIP Player Support Specialist plays a critical role in enhancing player operations by focusing on sustaining long-term engagement and retention of VIP players within allocated markets. This position expands beyond basic support, involving proactive monitoring of player growth, recognizing risks and opportunities in engagement, and converting insights from VIP players into strategic recommendations for game enhancements and product improvements. By working closely with internal teams, this role ensures VIP player needs align with live operational strategies, fostering a sustainable and premium live gaming service experience.
Key Responsibilities
- Gain comprehensive knowledge of the game by rapidly assimilating gameplay, mechanics, features, and updates.
- Proactively assess and understand player needs, managing VIP player relationships in designated markets to cultivate enduring, stable engagement with customized support.
- Maintain ongoing communication with VIP players beyond resolving issues to identify feedback and requirements, accurately document and communicate concerns, and advocate for game optimizations based on player input.
- Monitor in-game progress and player engagement levels closely, initiating interactions during key moments such as new features or gameplay updates to gather genuine feedback and collaborate with teams to elevate the VIP player experience.
Candidate Profile
- Strong enthusiasm for gaming with hands-on experience; preferably well-versed in Strategy (SLG) games and adept at quickly grasping game dynamics from a player’s viewpoint.
- Demonstrates resilience and emotional composure to handle demanding interactions with VIPs, effectively pinpoint player needs through communication, and proactively drive resolution efforts.
- Fluent in English and Mandarin for effective collaboration across multicultural, cross-regional teams.
- Exceptional communication and analytical abilities to accurately interpret VIP player needs, coordinate internally to implement solutions, and balance player expectations with operational goals for optimal outcomes.
Level
Senior