Bilingual Japanese & English Customer Support Agent - Gaming

Keywords StudiosSuginami City, Tokyo, Japan

On-site Full-time

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Experience Level

Entry Level

Qualifications

You would be an excellent match for this role if you possess:Mastery in both Japanese and English languages. Strong problem-solving skills and the ability to think critically. A passion for video games and a commitment to excellent player experiences.

About the job

Since 1998, we have been dedicated to transforming the way players engage with their beloved games, expanding into a diverse global team of over 12,000 experts across 70+ studios in 26 countries.

We provide essential support to video game developers and publishers by offering a comprehensive range of services, including art, audio, testing, localization, and our rapidly expanding Player Engagement sector. This division delivers technical support, community management, and trust & safety services for a broad spectrum of both AAA and Indie studios.

Join us in our quest to cultivate vibrant player communities and deliver unforgettable experiences!

Role Overview

As a Player Support Agent, you will be the vital connection between our clients and the gaming community. Your role will involve investigating and promptly addressing players' inquiries while providing insightful feedback to our development teams. Come aboard for a stimulating work environment, continuous personal development, and the opportunity to create a significant impact. Elevate your career and apply now!

Key Skills We Are Seeking:

Communication:

Deliver exceptional customer service to players.
Quickly investigate and resolve player inquiries via ticketing, email, or chat.
Support internal teams with project-related requests to enhance collaboration.
Gather and relay player feedback following established protocols.
Provide translations as needed to facilitate smooth communication.

Analytics:

Keep detailed and accurate records to streamline processes.
Ensure timely escalation of issues in line with established guidelines.
Contribute to improved support processes through personalized macros and a knowledge base.
Assist in maintaining high-quality standards through quality control.

Leadership:

Participate in valuable training sessions to enhance your skills and knowledge.
Effectively manage your time and responsibilities to meet players' needs.

Business Acumen:

Gain mastery of our products' gameplay to enhance player support.
Proficiency in Helpshift/Zendesk or other CRM tools for efficient support.
Experience with macro customization for efficient response management.
Familiarity with MS Office or Google Suite for documentation.

About Keywords Studios

Keywords Studios is a global leader in the gaming support sector, known for its commitment to quality and innovation since 1998. With a dedicated team of over 12,000 professionals working across various locations, we provide game developers and publishers with comprehensive solutions that enhance player engagement and satisfaction.

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