English & Japanese Customer Support Agent - Gaming

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, Worker’s 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)