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English & Japanese Customer Support Agent - Gaming

1 week, 5 days ago
Japan
Contract
Junior
Customer Support
Customer and Technical Support
CRM
Apply Now
Keywords Studios

Keywords Studios

Keywords Studios provides comprehensive technical and creative solutions for the global video games industry, specializing in localization, audio production, quality assurance, art creation, and customer support services to enhance the gaming experienc...

Internet Software & Services
10K-50K
Founded 1998
View All Jobs 48

Description

  • Deliver prompt and high-quality support to players through ticketing, email, and chat.
  • Investigate, resolve, and escalate player inquiries and issues according to established procedures.
  • Gather and relay player feedback to internal teams and developers.
  • Assist internal teams with project-related requests and support cross-functional collaboration.
  • Provide translations when required to ensure clear communication with players.
  • Maintain accurate reports, documentation, macros, and knowledge base content to streamline support.
  • Support quality control processes and help maintain service standards.
  • Participate in training sessions and manage time effectively to meet player needs.
  • Use gameplay knowledge and CRM tools to provide effective player support.

Requirements

  • C1-C2 level English proficiency and Japanese at JLPT N2 (B2) level or higher.
  • Experience in the service industry or in customer support.
  • Excellent communication skills for effective player support.
  • Flexibility to adapt to different situations and player needs.
  • Accountability and reliability in handling player inquiries and issues.
  • Proactive mindset for identifying and addressing player concerns.
  • Ability to navigate knowledge bases efficiently.
  • Basic troubleshooting skills for technical player issues.
  • Availability for full-time work, including Saturdays and Sundays.
  • Familiarity with Helpshift, Zendesk, or other CRM tools is preferred.
  • Experience with macros customization and MS Office or Google Suite is preferred.
  • Previous customer service experience, remote or on-site/retail, is a plus.
  • Knowledge of community platforms such as Discord or Slack is an asset.
  • Passion for video games is a plus.

Benefits

  • Social insurance coverage, including health insurance, pension, unemployment, and worker’s accident compensation.
  • Annual leave, special leave, and congratulation or condolence leave.
  • Employee referral program.
  • Numerous internal social events.
  • Casual dress and hairstyle.
  • Employee Assistance Program with professional consultation and mental health support.
  • Relo Club benefits program.
  • Commuting allowance of up to 30,000 yen per month based on office attendance.
  • Telecommuting allowance based on company regulations.

Interested in this position?

Apply directly on the company website

Apply Now

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