Player Support Agent - Japanese/English - Remote

1 Week ago • All levels • Human Resource

Job Summary

Job Description

As a Player Support Agent, you'll be the primary point of contact between Keywords Studios' clients and their gaming communities. Key responsibilities include investigating and resolving player inquiries promptly via tickets, email, or chat; providing valuable feedback to developers; collaborating with internal teams; and translating when needed. You'll also maintain detailed reports, escalate issues, contribute to knowledge base improvements, and participate in quality control processes. The role requires excellent communication, analytical skills, and the ability to adapt to various situations. The position offers opportunities for professional growth and the chance to make a meaningful impact on the gaming experience.
Must have:
  • C1-C2 Japanese, B2+ English
  • Excellent communication
  • Problem-solving skills
  • Ticketing system proficiency
  • Report maintenance
  • Feedback delivery
  • Full-time availability (weekends included)
Good to have:
  • Customer service experience
  • Community platform knowledge (Discord, Slack)
  • Gaming passion
Perks:
  • Remote work with equipment
  • Office access in Katowice
  • Private medical care option
  • MyBenefit system
  • Multisport card
  • Glasses subsidy
  • EAP
  • Professional development opportunities
  • Employee referral program
  • Company parties and events

Job Details

Description

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 overview

As 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! 🚀🔥

Requirements

What are we looking for? Our PS Agent has a knack for the following skills:

Communication:

  • Deliver excellent customer support to players.
  • Investigate and resolve player inquiries promptly through ticketing, email, or chat.
  • Assist internal teams with project-related requests, ensuring smooth collaboration.
  • Play a crucial role in gathering and delivering player feedback according to established procedures.
  • Provide translations when required to ensure seamless communication.

Analytics:

  • Maintain accurate and detailed reports to keep processes streamlined.
  • Ensure prompt escalation of issues following established procedures.
  • Contribute to smoother support processes with personalized macros and knowledge base.
  • Play a part in maintaining high-quality standards through the QC process.

Leadership:

  • Take part in valuable training sessions to enhance your skills and knowledge.
  • Manage your time effectively and responsibly to meet players' needs.

Business:

  • Master 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.

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

  • Mastery in C1-C2 level Japanese 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-haves:

  • 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.

Benefits

What 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.

Benefits:

  • We propose an employment contract. 
  • We want you to work comfortably - so we offer remote work with necessary equipment and the possibility of visiting our brand-new office at the Global Office Park in Katowice! (PS. Did we mention we even have a slide…?)
  • We want you to stay healthy and happy - so we offer the attractive benefits package including: private medical care option, MyBenefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services.
  • We want you to grow with us - so we offer professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates.
  • We want you to make an impact - so we have the Employee referral program - you can invite your friend to become a fellow Keywordian and get the prize!
  • We want you to have fun - so we organize company parties with delicious food and lots of attractions at Global Office Park - last year we organized i.a. KeywordsCon - our very first video game convention and 6th Anniversary Party! We also prepare plenty of activities, competitions and even gaming tournaments for employees with awards + occasional company gifts!
  • We want you to be a part of our community - so we offer the unique chance to take a look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world!

Phases of our recruitment journey:

  • You send us your application with your updated resume.
  • After reviewing your candidacy, we invite you to our online language assessment (Japanese and English) 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 and keep your phone close!
  • Once you submit your test, the assessment will take approximately several days to be evaluated.
  • If you successfully pass the test - we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with a Team Lead or an Operations Manager.
  • At 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!

#imaginemore

____________________________________________________________________________

Role Information: EN

Studio: Keywords Studios

Location: Europe, Poland

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote

Similar Jobs

Glean - Enterprise Account Executive - UT

Glean

Utah, United States (Remote)
• 1 Month ago
Easygo - Responsible Gaming Analyst - Portuguese Speaking

Easygo

Melbourne, Victoria, Australia (On-Site)
• 2 Months ago
Steer Studios - Sr. IT Infrastructure Administrator

Steer Studios

Riyadh, Riyadh Province, Saudi Arabia (On-Site)
• 6 Days ago
Dreamhaven - Marketing Creative Producer

Dreamhaven

Irvine, California, United States (Hybrid)
• 5 Days ago
Easygo - Senior Legal Counsel

Easygo

Melbourne, Victoria, Australia (On-Site)
• 1 Month ago
Easy Brain - HR Manager

Easy Brain

Limassol, Limassol, Cyprus (Hybrid)
• 2 Months ago
Tencent - Talent Acquisition Associate

Tencent

Shenzhen, Guangdong Province, China (On-Site)
• 4 Months ago
PAPAYA - Talent Acquisition Partner

PAPAYA

Warsaw, Masovian Voivodeship, Poland (On-Site)
• 1 Month ago
Onward Search - Senior Recruiter – In House

Onward Search

Santa Monica, California, United States (Hybrid)
• 1 Month ago
Tesla - HR Partner

Tesla

North Brabant, Netherlands (On-Site)
• 1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Moonbug Entertainment - Production Coordinator, Brands

Moonbug Entertainment

Los Angeles, California, United States (On-Site)
• 6 Days ago
The Walt Disney Company - KGO Producer

The Walt Disney Company

San Francisco, California, United States (On-Site)
• 1 Month ago
Hawk Eye Innovations - Transformation Consultant

Hawk Eye Innovations

Basingstoke, England, United Kingdom (Hybrid)
• 6 Days ago
Canva - Staff Backend Engineer - Canva Ecosystem

Canva

Auckland, Auckland, New Zealand (Remote)
• 1 Month ago
Workato - Commercial Account Executive

Workato

Tokyo, Japan (On-Site)
• 5 Months ago
Sony Interactive Entertainment - Project Manager, Partner Alliance & Technology Innovation

Sony Interactive Entertainment

Tokyo, Japan (On-Site)
• 2 Months ago
Epic Games - Producteur Artistique Associé

Epic Games

Montreal, Quebec, Canada (On-Site)
• 2 Months ago
Epoch Games - Unreal Engine Technical Artist

Epoch Games

Winston-Salem, North Carolina, United States (Remote)
• 10 Months ago
Keywords Studios (Player Support) - AI - Senior Research Associate (Prompts)

Keywords Studios (Player Support)

Silesian Voivodeship, Poland (On-Site)
• 2 Weeks ago
Workato - Sales Development Representative

Workato

Tokyo, Japan (On-Site)
• 5 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Silesian Voivodeship, Poland

Eleven Labs - Design Engineer

Eleven Labs

Poland (Remote)
• 5 Days ago
Tesla - Field Service Technician, Industrial Storage - Supercharging

Tesla

Swadzim, Greater Poland Voivodeship, Poland (On-Site)
• 1 Month ago
Bloober Team - Senior Lighting Artist

Bloober Team

Kraków, Lesser Poland Voivodeship, Poland (Hybrid)
• 3 Weeks ago
GT - Full-stack Engineer (Python + React.js)

GT

Poland (Remote)
• 6 Days ago
Sperasoft - NOC Operator

Sperasoft

Lesser Poland Voivodeship, Poland (Hybrid)
• 6 Hours ago
Aristocrat Gaming - Automation Chapter Expert

Aristocrat Gaming

Warsaw, Masovian Voivodeship, Poland (Hybrid)
• 2 Months ago
Evolution - Unreal Engine / C++ Developer

Evolution

Warsaw, Masovian Voivodeship, Poland (Hybrid)
• 4 Days ago
Aristocrat Gaming - DevOps Engineer

Aristocrat Gaming

Warsaw, Masovian Voivodeship, Poland (Hybrid)
• 1 Week ago
PwC - CLM Support Specialist

PwC

Warsaw, Masovian Voivodeship, Poland (Hybrid)
• 3 Weeks ago
PwC - Starszy Analityk / Starsza Analityczka | Mergers&Acquisitions

PwC

Warsaw, Masovian Voivodeship, Poland (On-Site)
• 5 Months ago

Get notifed when new similar jobs are uploaded

Human Resource Jobs

Garena - Freelance Recruiter

Garena

Jakarta, Jakarta, Indonesia (Hybrid)
• 1 Week ago
Milestone - Global HR Data Operations Specialist

Milestone

Sofia, Sofia City Province, Bulgaria (Hybrid)
• 1 Week ago
CloudHire - Junior Recruiter

CloudHire

Maharashtra, India (Remote)
• 2 Weeks ago
Evolution - External Partnership and Branding Manager

Evolution

Atlantic City, New Jersey, United States (On-Site)
• 2 Months ago
Evolution - Studio Game Presenter (Bartender/ Server Alternative)

Evolution

Fairfield, Connecticut, United States (On-Site)
• 10 Months ago
Tesla - Employee Relations Partner

Tesla

Berlin, Berlin, Germany (On-Site)
• 1 Month ago
AppsFlyer - Talent Acquisition Specialist - APAC

AppsFlyer

Bengaluru, Karnataka, India (On-Site)
• 6 Months ago
NVIDIA - HR Business Partner

NVIDIA

Shanghai, Shanghai, China (On-Site)
• 2 Months ago
CloudHire - Contract Recruiter (Spanish-Speaking)

CloudHire

Colombia (Remote)
• 2 Weeks ago
DraftKings - Talent Acquisition Partner, Operations

DraftKings

Boston, Massachusetts, United States (On-Site)
• 6 Days ago

Get notifed when new similar jobs are uploaded

About The Company

At Keywords, we deliver clients the benefits of the strengthened Engage service line, combining our Player Support and Marketing offerings.

Suginami City, Tokyo, Japan (On-Site)

Cinisello Balsamo, Lombardy, Italy (Hybrid)

Mandaluyong, Metro Manila, Philippines (Hybrid)

Mexico (Remote)

Pune, Maharashtra, India (Hybrid)

Suginami City, Tokyo, Japan (Hybrid)

Masovian Voivodeship, Poland (Remote)

View All Jobs

Get notified when new jobs are added by Keywords Studios

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug