Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.
Job Responsibilities :Answer to all inquiries of all merchant and reseller partners via email, messaging apps, social media and even taking phone calls on a timely and accurate manner.Fill up documents and reports as required by management, merchants and resellers.
Generate and maintain reports needed for operations.
Do ad-hoc requests related to merchants and resellers' issues / concerns.
Job Responsibilities:
As a Customer Support Specialist, you will provide assistance and support to merchants, resellers and customers utilizing our products and services. Your responsibilities will include assisting with onboarding, handling merchant inquiries, and ensuring their experience with our platforms is seamless. This position requires good communication skills, basic technical knowledge, and a focus on customer satisfaction.
Technical Issue Resolution
• Provide first-line support and timely technical assistance for issues related to Razer Gold website, Razer Gold Distribution Hub and Razer Gold payment services, including transaction failures, connectivity issues, API integrations, onboarding, and more via phone, email, chat, and ticketing system.
• Troubleshoot and resolve basic technical issues, such as transaction failures and API problems, using available tools and documentation.
• Assist customers/merchants with account setup, configuration, and API integration with their websites or applications.
• Collaborate with senior team members to escalate and resolve complex technical issues efficiently.
• Work with internal teams, including product development, engineering, and QA, to address escalated technical issues.
• Document troubleshooting steps and resolutions to contribute to the knowledge base.
Operational Support
• Maintain accurate records of customer interactions, technical issues, and resolutions.
• Collaborate with seniors and operations managers on routine system maintenance, including software updates and server configurations.
• Participate in testing and quality assurance processes for system upgrades and new features.
• Educate customers and merchants on effective use of all our platforms.
• Contribute to the improvement of operational procedures and documentation.
Client Interaction and Communication
• Engage with clients and merchants to gather information about issues, provide updates, and ensure timely resolutions.
• Respond professionally to client inquiries, ensuring high customer satisfaction.
• Collaborate with account managers and sales teams to address client concerns and provide technical insights during pre- and post-sales interactions.
• Seek opportunities to improve customer support processes and enhance the overall experience.
Collaboration and Knowledge Sharing
• Stay updated on industry trends, regulatory changes, and payment processing security standards.
• Collaborate with development, QA, product management, and customer support teams to address challenges.
• Actively participate in team meetings, case studies, training, and knowledge-sharing initiatives.
• Share insights and best practices to promote continuous improvement and teamwork.
Additional Information
• This role may require occasional evening or weekend work to support clients in different time zones. Default work schedule is from Friday to Tuesday, with rest days on Wednesdays and Thursdays.
• Training will be provided on products and processes.
• Excellent opportunity to gain gaming / fintech industry experience and grow in technical support.
Requirements / Qualifications and Skills:
• Experience: Minimum of 1 year in a relevant field; fresh graduates are encouraged to apply.
• Technical Knowledge: Prior experience in technical support or customer service within the fintech or payment processing industry is preferred.
• Familiarity with payment processing systems, APIs, electronic transactions, and web technologies is a plus.
• Experience with ticketing systems and CRM software.
• Strong troubleshooting and problem-solving skills.
• Soft Skills:
• *Strong customer service orientation and the ability to explain technical concepts to non-technical users.
• Excellent verbal and written communication skills
• Collaborative team player with flexibility to adapt to changing priorities.
• Initiative to learn new technologies and tools quickly.
• Additional Requirements:
• *Willingness to work extended hours, including evenings, weekends, or public holidays, as needed.
• Willingness to work in BGC and adapt to changes in responsibilities or scope.
Razer is proud to be an Equal Opportunity Employer. We believe that diverse teams drive better ideas, better products, and a stronger culture. We are committed to providing an inclusive, respectful, and fair workplace for every employee across all the countries we operate in. We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected under local laws. Where needed, we provide reasonable accommodations - including for disability or religious practices - to ensure every team member can perform and contribute at their best.
Are you game?