Bilingual Live Game Support Agent (JP/EN)

HellaGoodAudio

United States

Remote

USD 40,000 - 60,000

Full time

14 days+

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Benefits offered by this job

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Job summary

Amber is seeking a Player Support agent to assist Live game players with account settings, gameplay, purchasing, and basic troubleshooting. You'll be the first point of contact, gathering feedback and providing friendly, timely help.

You will stay up-to-date on game changes, collaborate with the team to meet KPI targets, and work in a fast-paced environment. Native Japanese and fluent English are required, with at least one year in customer support.

Qualifications

Must be a native-level Japanese speaker with excellent written and spoken skills.
Strong English communication skills required.
Minimum 1 year in customer service, player support or contact center.
Experience with contact center processes, tools and multilingual support.
Ability to diagnose and solve problems across varying complexity using multiple tools.
Able to work in a fast-paced environment with pace of change.
Knowledge of video games preferred.
Technical support experience in customer-focused role is a plus.

Responsibilities

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.