Japanese & English Customer Support Agent - Gaming

About the Position

Japanese & English Customer Support Agent - Gaming

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Responsibilities

As a Player Support Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include:

• Delivering excellent customer support to players.
• Investigating and resolving player inquiries promptly through ticketing, email, or chat.
• Assisting internal teams with project-related requests, ensuring smooth collaboration.
• Playing a crucial role in gathering and delivering player feedback according to established procedures.
• Providing translations when required to ensure seamless communication.
• Maintaining accurate and detailed reports to keep processes streamlined.
• Ensuring prompt escalation of issues following established procedures.
• Contributing to smoother support processes with personalized macros and knowledge base.
• Playing a part in maintaining high-quality standards through the QC process.
• Taking part in valuable training sessions to enhance your skills and knowledge.
• Managing your time effectively and responsibly to meet players' needs.
• Mastering the gameplay knowledge of our products to serve players better.
• 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.

Requirements

You'd be a great fit for this role if you have:

• Mastery in C1-C2 level (JLPT N1) Japanese language proficiency, with English at (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).

Nice to Have

• 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.

We Offer

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

• Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation)
• Annual Leave
• Congratulation or Condolence leave
• Special Leave
• Employee Referral 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)

About the Company

Keywords Studios is committed to creating a diverse, inclusive and supportive working environment. We value each application and review every candidate individually. Our recruitment process is fully online and remote.

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at Keywords Studios Applicant Privacy Notice.

Keywords is committed to creating a diverse, inclusive and supportive working environment.