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Customer Support Agent with English and Japanese

Quebec, Canada (Remote)

Customer Support Agent with English and Japanese

2 Hours ago • 1 Years + • Undisclosed

About the job

2 skills required for this role

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slack

innovation

Job Description

As a Player Support Agent, you'll assist players of a live game with account settings, gameplay, purchases, troubleshooting, and general inquiries. You'll gather player feedback, identify root causes of issues, and provide personalized solutions. Staying updated on game changes and maintaining KPIs are crucial. You'll work in a fast-paced environment, carefully monitoring the backlog and reporting negative trends. Excellent written and spoken English and Japanese fluency are essential, along with at least one year of customer service experience. Technical support experience is preferred but not required. The role involves using tools like Helpshift, Zendesk, Slack, Zoom, and the MS Office Suite.

Must have:

Fluent in English and Japanese (written and spoken)
1+ year customer service experience
Excellent communication skills
Problem-solving and technical aptitude
Experience with contact center tools
Ability to work in a fast-paced environment

Good to have:

Video game knowledge
Experience with iOS/Android/Switch/PlayStation/PC
Multicultural work experience
Game support knowledge

Perks:

Competitive project-based compensation
Opportunity to work on exciting projects
Clear communication and support
Flexible timelines and deadlines
Potential for long-term collaboration
Transparent and fair evaluation

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

Competitive project-based compensation
Opportunity to work on exciting and diverse projects
Clear communication and support throughout the project duration.
Flexibility in project timelines and deadlines.
Potential for long-term collaboration on future projects.
Transparent and fair evaluation of your work.

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About The Company

Amber

66 Active Jobs

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.