Jaelee P.
Mid-Level Game Support Specialist
Open to offersNew to PlatformAbout
Jaelee P. is a seasoned professional with extensive experience in the BPO and gaming industries, specifically in technical support and game support. With a career beginning at Telexpress Contact Center Inc. as a Technical Support non-voice representative, Jaelee applied expertise in troubleshooting HTC handsets through email and chat channels. Moving to I Got Games Inc. and ELITE Global Sourcing LLC as a Game Master, Jaelee excelled in managing in-game problems and escalating customer concerns using CRM ticketing systems. Transitioning into more advanced roles, Jaelee served as Assistant Product Manager and Product Manager, fostering client communication, managing community engagement on social media platforms, and mentoring team members to enhance their KPIs. Currently, Jaelee contributes as a part-time Game Support Specialist at Century Games Pte. Ltd. and Side.Inc, leveraging skills in ticket handling and escalation via CRM systems like Zendesk. Jaelee's academic foundation is a Bachelor of Science in Computer Science and Information Technology from Asia Pacific College, underscoring a solid understanding of operating systems and software engineering.
Experience
English Game Support Agent
5CA. · 2025 — 2026Addressed user tickets and email concerns through the CRM system, providing responses and solutions. Delivered chat support for inquiries and documented escalations stemming from tickets or chat interactions.Game Support Specialist (Part-Time) Remote work
Side.Inc · 2024 — 2025Managed ticket handling for user inquiries through the Zendesk system. Documented escalations from tickets using MS Teams.Product Manager
ELITE Global Sourcing LCC. · 2017 — 2021Managed client communications by reporting issues and bugs in a documented, professional format. Provided daily and weekly updates while sharing insights for game enhancements. Addressed Tier 2 and Tier 3 ticket escalations through critical thinking and problem-solving. Mentored team members to improve KPI performance and oversaw daily operations.Game Support Specialist (Part-Time) Remote work
Century Games Pte. Ltd. · 2021 — PresentHandled user tickets and email concerns via the CRM system. Documented escalation tickets using the Asana system and reported issues and bugs to clients in a professional format.Assistant Product Manager
ELITE Global Sourcing LCC. · 2016 — 2017Handled ticket inquiries and escalated tickets as necessary, providing solutions for users' concerns. Reported issues and bugs to clients in a professional manner, ensuring documentation was thorough. Managed the official Facebook page, responding to player comments and messages while gathering feedback for game improvements.Game Master – Non Voice
ELITE Global Sourcing LCC. · 2015 — 2016Provided solutions for game-related problems through Email or the CRM Ticketing system. Managed ticket creation for customer concerns needing elevated support and communicated resolutions via email. Engaged clients regarding game updates and issues and conducted Quality Assurance tests upon request.Technical Support – Non Voice
Telexpress Contact Center Inc. · 2012 — 2014Assisted customers by providing troubleshooting steps for HTC handsets using Email and Chat. Escalated concerns to higher-level support and documented inquiries and issues. Made outbound calls for disconnected chats and confirmed emails.Game Master – Non Voice
I Got Games Inc. · 2014 — 2014Resolved game-related issues through Email and Chat. Created support tickets for customer inquiries requiring higher-level assistance and communicated resolution updates to customers via email.
Skills & Expertise
Education
- Bachelor of Science in Computer Science and Information Technology with specialization in Systems and Software EngineeringAsia Pacific College · 2008 — 2012