Customer Support Specialist, Japanese

The role

The Japanese Customer Support Specialist provides support to Japanese-speaking end-users of the game. This role involves interacting with gamers via support platforms and community spaces, providing translation help, and monitoring in-game economy and community trends.

What you will do

• Provide prompt, courteous, and effective customer support to Japanese-speaking end-users of the game.
• Interact directly with gamers via support platform tools and official game forum or community spaces.
• Act as the official game representative within the online community.
• Update internal teams on trends, information, and insights occurring within the game community.
• Stay abreast of game changes and updates to anticipate potential issues.
• Provide translation help for the game, marketing/PR, and business development.
• Manually review player-to-player transactions and terms of service violation issues.
• Identify suspicious activity and alert the fraud team of suspected fraudulent activity.
• Evaluate and resolve players' network issues.
• Track stubborn issues and work with QA to assess severity before escalating to development.

Required qualifications

• Fluent Japanese and English speaker, reader, and writer.
• 1-2 years of experience in a help desk or technical support work environment.
• Relevant training in technical support.
• Avid gamer, knowledge of Internet and gamer culture/lingo plus the gaming industry.
• Good knowledge of the principles of great customer service.
• Ability to effectively communicate information to customers.
• Strong technical understanding and a quick study of new tech tools.
• Strong organizational and multitasking skills.
• Knowledge of Warframe and support tools.
• Experience with common de-escalation, investigation, and negotiation methods.
• Adept at troubleshooting, diagnosing, and repairing basic technical problems on PC, consoles, and networks.

Benefits

• Competitive compensation
• Industry-leading benefits
• Flexible work arrangements
• Opportunities to grow your career

About the company

Digital Extremes is an independent video game development studio founded in 1993. The studio is headquartered in London, Ontario, Canada, and developed titles such as Warframe and BioShock 2 multiplayer campaign.