Customer Support Agent with English and Japanese

1 Month ago • 1 Years + • Customer Service

Job Summary

Job Description

Amber is seeking talented individuals for a Player Support Agent role. The position involves supporting live game players by assisting with account settings, gameplay, purchases, basic troubleshooting, and other game-related inquiries. The role also emphasizes gathering player feedback, maintaining high quality, and achieving productivity targets. Candidates should be updated on game changes and report negative trends. Key responsibilities include maintaining healthy KPI results, providing personalized solutions to player issues, and understanding the root cause of problems. The company culture values continuous improvement and innovation, aiming to be trusted friends to their players.
Must have:
  • High level of fluency in Japanese (written and spoken)
  • High level of fluency in English (written and spoken)
  • Excellent written and verbal communication skills
  • At least 1 year of customer service experience
  • Knowledge of video games
Good to have:
  • Experience with contact center processes and tools
  • Multilingual support experience
  • Innovative and passionate about user experiences
  • Ability to diagnose and solve complex problems
  • Comfortable in a fast-paced, changing environment
  • Technical support experience in a customer-focused role
  • iOS/Android/Switch/PlayStation/PC experience
  • Ability to work in a multicultural environment
  • Game support knowledge
Perks:
  • Fun and dynamic industry
  • Additional Days Off (according to Amber's internal policy)
  • Professional and friendly work environment
  • Attractive salary package with private medical services
  • Awesome and talented colleagues
  • Support from teammates
  • Access to training and learning programs

Job Details

About us: 

At Amber, we're always on the hunt for the most talented individuals in the industry to join our team. We're dedicated to delivering top-notch service to our customers and know that our employees are key to making that happen. We offer attractive compensation packages and plenty of chances to grow with us, and we're always on the lookout for ways to do things better. Our team works together towards common goals and we value each member's contributions to our mission of continuous improvement and innovation. 

About the role:

As a Player Support agent, you will be supporting the players of a Live game, assisting them with queries regarding account settings, gameplay, purchasing, basic troubleshooting, and other miscellaneous game-related question they may have. 

Of course, we are not limiting ourselves just to this, as we want to be as close as we can to the community and listen and gather their valuable feedback when they reach out to us.  

First and foremost, one of our core values is Culture, and this is reflected in our daily activities. 

We value each one of our players and we like to consider ourselves as their trusty friends and be there for them whenever they need us.  We are devoted to giving our partners incomparable services by demonstrating exceptional quality, understanding cultural differences, and showing empathy, proactiveness, and resourcefulness. 

The Quest:
  • Provide support and answer inquiries for Live Players. 

  • Gather relevant data from the players, understand the root cause, and offer personalized solutions. 

  • Constantly keeping yourself updated in terms of game/features/design/procedural changes. 

  • Be in tune with the project’s productivity and quality targets. 

  • Carefully check the backlog and report negative trends as soon as possible. 

  • Maintain healthy KPI results on a daily/weekly/monthly basis. 

The Skills: 
  • High level of fluency in written and spoken Japanese. 

  • High level of fluency in written and spoken English. 

  • Excellent written and verbal communication skills. 

  • At least 1 year of working experience in customer service, player support, or contact center. 

  • Hands-on experience with contact center processes, tools, and multilingual support. 

  • Innovative and passionate about delivering the best user experiences possible. 

  • Ability to diagnose and solve problems with varying complexity, using multiple tools or knowledge bases. 

  • Must be experienced and comfortable with working in a fast-paced environment dealing with constant change. 

  • Video games knowledge. 

  • Technical support experience in a customer-focused role is preferred, but not essential. 

Tools: 
  • Helpshift 

  • Zendesk 

  • Slack / Zoom 

  • MS Office Suite 

Nice to have: 
  • iOS/Android/Switch/PlayStation/PC experience. 

  • Ability to work in a multicultural environment. 

  • Game support knowledge. 

The Reward: 
  • A fun and dynamic industry where you can make a difference. 

  • Additional Days Off - according to Amber’s internal policy.  

  • Professional and friendly work environment. 

  • An attractive salary package with private medical services. 

  • Awesome and talented colleagues. 

  • Support from all your teammates. 

  • Access to training and learning programs. 

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About The Company

Amber is a full-service game development and creative services agency, with offices in Bucharest, Botosani, Craiova, Kyiv, Warsaw, San Francisco, Los Angeles, Guadalajara and Montreal. We're structured as a network of studios with different skills and specializations, delivering top quality services in full game production, co-development, engineering, design, live ops, quality assurance and more.

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