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! 🎮🔥Role OverviewAs a Player Support Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers. Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact. Level up your game and apply today! 🚀🔥What are we looking for? Our PS Agent has a knack for the following skills:Communication:Deliver excellent customer support to playersInvestigate and resolve player inquiries promptly through ticketing, email, or chatAssist internal teams with project-related requests, ensuring smooth collaborationPlay a crucial role in gathering and delivering player feedback according to established proceduresProvide translations when required to ensure seamless communicationAnalytics:Maintain accurate and detailed reports to keep processes streamlinedEnsure prompt escalation of issues following established proceduresContribute to smoother support processes with personalized macros and knowledge basePlay a part in maintaining high-quality standards through the QC processLeadership:Take part in valuable training sessions to enhance your skills and knowledgeManage your time effectively and responsibly to meet players' needsBusiness:Master the gameplay knowledge of our products to serve players betterFamiliarity with Helpshift/Zendesk or other CRM tools for seamless supportKnowledge of macros customization for streamlined responsesExperience with MS Office or Google Suite apps for documentationYou'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 higherExcellent communication skills for effective player supportFlexibility to adapt to various situations and player needsAccountability and reliability in handling player inquiries and issuesProactivity in identifying and addressing player concerns proactivelyProficiency in navigating knowledge bases for efficient supportBasic troubleshooting skills to assist players with technical challengesAvailability for full-time work, including weekends (Saturday and Sunday)Nice-to-haves:Previous Customer Service experience (remote or on-site/retail) is a plusYou have some knowledge of the community platforms (e.g. Discord, Slack) - this could be an assetYou are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucialWhat do 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.Phases of our recruitment journey:You send us your application with your updated resumeAfter reviewing your candidacy, we invite you to an online Interview via Google Meet with one of our Talent Acquisition Specialists. It's a perfect chance to exchange questions and get to know each other betterIf the interview outcome is positive, we invite you to our online assessment (English and Japanese) to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation! Once you submit your test, the assessment will take approximately 48-72 hours to be evaluatedFor some projects there might be a second interview with a Team Lead or an Operations ManagerAt the end of our journey - hopefully you will receive an offer and become our new Keywordian! Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.That would be it from us - now we are waiting for your move!#imaginemoreRequirementsMastery in C1-C2 level (JLPT N1) Japanese language proficiency, with English at (B2) level or higherExperience in the service industry or experience in customer support. BenefitsSocial insurance (Health insurance, Pension, Unemployment, Worker's accident compensation) Annual LeaveCongratulation or Condolence leaveSpecial LeaveEmployee Referral ProgramLanguage ProgramNumerous internal social eventsCasual dress and hairstyleNo 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) 待遇・福利厚生社会保険完備有給休暇慶弔休暇特別休暇社員紹介制度語学プログラム （日本語／英語のレッスンサポート、資格取得サポート）社内イベント多数 （お花見、BBQ、忘年会などオフラインでのイベントも多数🎉） 服装、髪型自由屋内原則禁煙（オフィス内に喫煙室あり）EAP従業員支援プログラム 福利厚生プログラム（リロクラブ)交通費支給（月額 3 万円を上限とし、オフィスへの出社日数に応じて実費支給）在宅勤務手当（社内規定による）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 https://www.keywordsstudios.com/en/applicant-privacy-notice.今回の応募において個人情報をお送りいただくと、弊社の求職者向けプライバシー通知に則り、ご自身の個人情報が収集、処理されることに同意したとみなされます。詳細につきましては、弊社の求職者向けプライバシー通知（https://www.keywordsstudios.com/en/applicant-privacy-notice）をご確認ください。Role Information: ENStudio: Keywords Studios International JapanLocation: East APAC, Japan, TokyoArea of Work: Player EngagementService: EngageEmployment Type: Contract Working Pattern: Full time, Remote