Technical Support
Salary: ฿25,000 – ฿35,000 per month
About the role
This is a Tier 2 Technical Support role focused on investigating and resolving player issues in a game environment. You will receive escalated complaints from the Customer Service team and conduct in-depth technical investigations using SQL queries to verify issues, analyze player data, and determine root causes.
Key responsibilities
Receive and investigate escalated complaints from Customer Service (Call Center) and Email requiring detailed technical review
Use SQL (Read-only) commands to query database information and verify player character status, items, transaction logs, and player action history
Resolve initial problems for players through back-office systems (Game Master Tools) where possible
Analyze and compile problem data including reproduction steps, logs, and user IDs
Escalate issues to the Developer team (for bugs) or Business team (for billing/refund matters) with comprehensive summaries
Track and monitor the status of escalated cases and provide progress updates to Customer Service or players
Identify and respond urgently to critical issues during game launches such as server outages or critical bugs affecting large player populations
Create and maintain documentation including FAQs and troubleshooting guides for the Call Center team to reduce incoming case volume
Read and interpret error logs to diagnose technical issues
About you
Experience in Technical Support, IT Helpdesk, or Game Master roles
Foundational knowledge of databases and ability to write basic SQL queries (SELECT, WHERE, JOIN) to retrieve and verify data (Required)
Ability to use basic database management programs such as MSSQL or Postgres
Strong ability to understand and summarize issues, translating between technical language and user language
Ability to write professional and courteous customer correspondence emails
Strong understanding of MMORPG game systems including Guild, Trade, Inventory, and PVP systems
Passion for customer service, patience, and ability to handle pressure during game launches
Experience supporting games during launch periods or working at a game publisher company
Ability to read basic error logs
English language communication skills for escalating cases to international developers if needed
สวัสดิการวันหยุดพักผ่อนประจำปีหลังผ่านทดลองงาน เริ่มต้น 10 วัน/ปี
วันหยุดเพิ่มเติมพิเศษ อาทิ ลาวันเกิด, ลาพักใจ, ลาศัลยกรรม
ขนมและเครื่องดื่มสำหรับพนักงาน
งบสนับสนุนค่าอาหารกลางวันพนักงาน
งบสนับสนุนค่าหนังสือ
งบสนับสนุนกิจกรรมภายในทีม
งบสนับสนุนการอบรม
ประกันสุขภาพกลุ่มและประกันชีวิต
ตรวจสุขภาพประจำปี
กิจกรรมและเลี้ยงอาหารพนักงานทุกไตรมาส
โบนัสและการปรับเงินเดือน/ปรับตำแหน่งประจำปี (ขึ้นอยู่กับผลงานและผลประกอบการของบริษัท)