English Gaming Support Agent - APAC

5CA • Internship • Singapore • 2w ago

Overview

Join 5CA, a global leader in remote-first Customer Experience (CX), as a Gaming Support Agent Intern. You will serve as the frontline support for a major game studio, assisting players with complex account, technical, purchase, and gameplay issues. This role offers an immersive experience into the CX world, providing guided training modules and mentorship to help you quickly develop the skills needed to enhance player enjoyment for beloved gaming brands.

What You'll Get Out of This Internship

Remote CX Mastery: Gain professional experience working remotely for a top CX company, mastering remote collaboration and communication tools.
Gaming Industry Insight: Work directly with an assigned game studio's projects, updates, and releases, gaining behind-the-scenes knowledge of the gaming ecosystem.
Structured Development: Access assisted training modules designed to rapidly improve troubleshooting, empathy, and customer resolution skills.
Technical Troubleshooting: Sharpen technical support abilities by resolving varied issues (account, hardware, purchases) for a global player base.
Community & Culture: Become part of a global community of digital natives and gamers, champions of diversity and inclusion.

Key Responsibilities

Player Issue Resolution: Handle incoming support queries (via channels like chat/email) efficiently, resolving player issues related to accounts, purchases, and technical problems.
Knowledge Retention: Stay current on the assigned game studio’s entire catalog, including past releases, brand guidelines, and newest project updates.
Database Management: Accurately log, track, and categorize all support interactions and resolutions within the designated customer relationship management (CRM) system.
Guided Skill Development: Actively participate in assisted training modules to continually improve product knowledge and soft skills under the guidance of a Team Lead.
Process Feedback: Collect and relay relevant player feedback and emerging issues to the Team Lead and Operations Manager to improve game support processes.
Policy Application: Ensure all actions and resolutions adhere strictly to the client's guidelines and security protocols (e.g., for two-factor authentication).

Requirements

Strong passion for video games and familiarity with the gaming community and culture.
Must meet strict technical requirements for remote work (minimum 15 Mb/s download/upload, required CPU/RAM/OS specs, and a reliable smartphone).
Excellent verbal and written communication skills with a natural ability to empathize with players.
Self-motivated and disciplined in managing time and productivity in a remote-first work environment.
Eagerness to learn technical troubleshooting, de-escalation, and complex account handling processes.
Must be able to use a personal, reliable computer system that meets the client's specified technical standards.

Who This Internship Is Ideal For

This role is ideal for a highly responsible and tech-savvy gamer who thrives in a remote, independent setting, possesses exceptional people skills, and is eager to turn their passion for gaming into a foundational customer experience career.

About the Company

5CA is a remote-first Customer Experience (CX) company founded in 1998, specializing in leveling up player support for prominent global brands in the gaming and tech industries. We champion a diverse and inclusive community of digital natives and passionate gamers who provide high-quality, language-specific troubleshooting from their homes worldwide.