Customer Support Specialist, Japanese

digitalextremes; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

digitalextremes is seeking a Japanese-speaking Support Specialist to help a global online game community by resolving account, gameplay, connectivity, and technical issues. You will participate in customer support, community moderation, investigation, and translation while helping other teams stay current on effective solutions.

Key responsibilities include providing prompt and courteous assistance in Japanese, engaging with players in public discussions, monitoring trends, and sharing insights

Qualifications

• Fluent in Japanese and English (speaking, reading, writing).
• Approximately 1–2 years in help desk, technical support, or similar customer-facing technical environment.

Responsibilities

• Provide prompt, courteous, and technically informed assistance to Japanese-speaking players through support platforms and approved community channels.
• Respond to questions and concerns in public discussions while maintaining a helpful, professional presence on behalf of the game.
• Monitor community trends, game updates, recurring issues, and player feedback, then share actionable insights with support, community, marketing, analytics, and quality teams.
• Translate or review material for game operations, communications, marketing, and business-development needs when required.
• Investigate player-to-player transactions, potential terms-of-service violations, and unusual activity; escalate suspected fraud through the appropriate process.
• Troubleshoot basic problems involving PCs, consoles, networks, and support tools, and coordinate with quality assurance and development teams on persistent or severe issues.
• Review and moderate user-generated technical content and keep colleagues informed about solutions to newly reported problems.

Skills

Fluent Japanese

Fluent English

Job description

Role overview

Support a global online game community by helping Japanese-speaking players resolve account, gameplay, connectivity, and technical issues. The role combines customer support, community moderation, investigation, translation, and internal reporting. You will represent the game in official support and community spaces, identify recurring problems and suspicious activity, and help other support teams stay current on effective solutions.

Responsibilities

• Provide prompt, courteous, and technically informed assistance to Japanese-speaking players through support platforms and approved community channels.
• Respond to questions and concerns in public discussions while maintaining a helpful, professional presence on behalf of the game.
• Monitor community trends, game updates, recurring issues, and player feedback, then share actionable insights with support, community, marketing, analytics, and quality teams.
• Translate or review material for game operations, communications, marketing, and business-development needs when required.
• Investigate player-to-player transactions, potential terms-of-service violations, and unusual activity; escape suspected fraud through the appropriate process.
• Troubleshoot basic problems involving PCs, consoles, networks, and support tools, and coordinate with quality assurance and development teams on persistent or severe issues.
• Review and moderate user-generated technical content and keep colleagues informed about solutions to newly reported problems.

Requirements

• Fluent Japanese and English communication skills across speaking, reading, and writing.
• Approximately one to two years of experience in help desk, technical support, or a similar customer-facing technical environment.
• Relevant technical-support training and a strong understanding of customer-service principles.
• Strong organization, multitasking, communication, investigation, de-escalation, and negotiation skills.
• Ability to learn unfamiliar tools quickly and diagnose basic technical issues across computers, consoles, and networks.
• Familiarity with online gaming culture, player terminology, support operations, and the expectations of an active game community.

Nice to have

• Experience with the specific game and its support tools.
• An avid interest in games and enthusiasm for turning frustrated players into confident, loyal community members.