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Player Support Executive (Japanese)

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Malaysia

Offer summary

Qualifications:

Experience in call-center or customer service positions, English and Japanese proficiency (JLPT N3 level or above), Ability to work weekends and public holidays on a fixed schedule, Proficiency in MS Office.

Key responsabilities:

  • Providing customer support via email, chat, social media, and online platforms
  • Handling multiple interactions including calls, emails, and social media queries simultaneously
  • Identifying and troubleshooting technical issues in various customer devices/apps
  • Translating Japanese documents into English and vice versa
PTW logo
PTW Gaming Large https://ptw.com/
1001 - 5000 Employees
About PTW
We’re a global team of passionate, hard-working, ambitious gamers, whose goal is always to make every gamer's experience as perfect as possible. We’re dedicated to helping your players, because they’re part of our community too. We’ve been working hard for players, clients, and the games industry for over 26 years, providing industry-leading services to every part of the globe. We believe great work gets done by teams who love what they do. This is why we approach every solution with an all-minds-on-deck strategy that leverages our global workforce's strength, creativity, and passion. 8,500+ passionate gamers 650+ top developers and publishers as clients 5.3 million hours QA testing 7 year average client partner tenure 2,500+ LQA titles PTW is a boutique games services company with 40 offices in 11 countries worldwide. Our range of services include quality assurance, localization, customer experience, art production, game development services, and audio production services. We believe that innovation comes in all sizes, which is why we take on projects of any size and love crafting a custom solution, no matter the scale. PTW, comprised of global subsidiaries, is a UK-based holding company formed in 2016 under the umbrella of Poletowin Pitcrew Holdings, Inc. which is listed on the 1st Section of Tokyo Stock Exchange as 3657. The PTW group includes SIDE, 1518 Studios, Entalize, The Game Dev Show, and OR Esports.
See more PTW offers

Job description

• Provide customer support and technical issue resolution (within inbound / desk-bound environment) via email, chat, social media and other online platforms.

• Handle multiple concurrent chat and email, outbound calls interactions while addressing frequent emails, social media interactions and other online platforms.

• Identify, troubleshoot and advise on technical issues in the customer’s computer, mobile app and / or video game console.

• Identify trends in customer problems and provide clear feedback/inputs to the team members based on independent testing.

• Escalate real-time issues to client/supervisor.

• Translate documents in Japanese to English and vice versa. • Perform report and minutes writing in Japanese and/or English.

Requirements

  • Prior experience in call-centre or customer service related roles.
  • Language proficiency in both English and Japanese (JLPT N3 and above or an equivalent level) in order to liaise with Japanese-speaking associates.
  • Able to work on weekends and public holidays on a fixed schedule.
  • Possess customer-focused with appropriate urgency to suit operational demands.
  • Good time management and work organizational skills.
  • Meticulous team player with a results-driven personality.
  • Proficient in MS Office. Exposure in any CRM tools or systems is highly advantageous.
  • Able to understand games from a gamer’s perspective and give in-depth gaming and PC/console troubleshooting support.
  • Able to solve and analyse information accurately with appropriate speed and guidelines.
  • Those without relevant experience (possess interest in customer service or gaming) may be considered as well.

    • Benefits

    AWS, monthly birthday celebration, medicial expenses

    Required profile

    Experience

    Industry :
    Gaming
    Spoken language(s):
    EnglishJapanese
    Check out the description to know which languages are mandatory.

    Hard Skills

    Language EducationCustomer CentricityCustomer Relationship Management (CRM) SoftwareTranslations

    Other Skills

    • Report Writing
    • Time Management
    • Success Driven
    • Proactivity
    • Detail Oriented
    • Troubleshooting (Problem Solving)
    • Teamwork
    Are you interested?

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