English & Japanese Customer Support Agent - Gaming

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Keywords Studios

πŸ“Remote - 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, 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)
This job is filled or no longer available