πUnited States
English & Japanese Customer Support Agent - Gaming
closed
Keywords Studios
πRemote - Japan
Summary
Join Keywords Studios as a Player Support Agent and become the vital link between our clients and the gaming community. You will investigate and respond to player inquiries, provide feedback to developers, and contribute to a positive player experience. This role requires excellent communication and analytical skills, proficiency in English and Japanese, and the ability to work effectively in a team. You will be responsible for maintaining accurate reports, escalating issues, and contributing to process improvements. The position offers a dynamic work environment, growth opportunities, and the chance to make a meaningful impact. Level up your career and apply today!
Requirements
- Mastery in C1-C2 level English language proficiency, with Japanese at JLPT N2 (B2) level or higher
- Excellent communication skills for effective player support
- Flexibility to adapt to various situations and player needs
- Accountability and reliability in handling player inquiries and issues
- Proactivity in identifying and addressing player concerns proactively
- Proficiency in navigating knowledge bases for efficient support
- Basic troubleshooting skills to assist players with technical challenges
- Availability for full-time work, including weekends (Saturday and Sunday)
- Familiarity with Helpshift/Zendesk or other CRM tools for seamless support
- Knowledge of macros customization for streamlined responses
- Experience with MS Office or Google Suite apps for documentation
Responsibilities
- Deliver excellent customer support to players
- Investigate and resolve player inquiries promptly through ticketing, email, or chat
- Assist internal teams with project-related requests, ensuring smooth collaboration
- Play a crucial role in gathering and delivering player feedback according to established procedures
- Provide translations when required to ensure seamless communication
- Maintain accurate and detailed reports to keep processes streamlined
- Ensure prompt escalation of issues following established procedures
- Contribute to smoother support processes with personalized macros and knowledge base
- Play a part in maintaining high-quality standards through the QC process
- Take part in valuable training sessions to enhance your skills and knowledge
- Manage your time effectively and responsibly to meet players' needs
- Master the gameplay knowledge of our products to serve players better
Preferred Qualifications
- Previous Customer Service experience (remote or on-site/retail) is a plus
- You have some knowledge of the community platforms (e.g. Discord, Slack) - this could be an asset
- You are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial
Benefits
- Social insurance (Health insurance, Pension, Unemployment, Workerβs accident compensation)
- Annual Leave
- Congratulation or Condolence leave
- Special Leave
- Employee Referral Program
- Language Program
- Numerous internal social events
- Casual dress and hairstyle
- No smoking in workspace (designated smoking room available)
- Employee Assistance Program (professional consultation/mental health support program)
- Relo Club Program (employee benefit program)
- Commuting Allowance (up to 30,000 yen per month, based on the number of days spent in the office)
- Telecommuting Allowance (Based on company regulations)
This job is filled or no longer available
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