[Remote] Japanese & English Customer Support Agent - Gaming at Keywords Studios

Suginami City, Tokyo, Japan

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Part TimeJob Type

UnknownVisa

Gaming, Customer Engagement, Player SupportIndustries

Requirements

Candidates must possess native-level Japanese language proficiency with business-level English (B2). Excellent communication skills are essential for effective player support, along with flexibility to adapt to various situations and player needs. Accountability, reliability, and proactivity in handling player concerns are expected. Proficiency in navigating knowledge bases and basic troubleshooting skills are required. Availability for full-time work, including weekends, is necessary. Familiarity with Helpshift/Zendesk or other CRM tools, knowledge of macros customization, and experience with MS Office or Google Suite apps are preferred. Previous customer service experience and knowledge of community platforms like Discord or Slack are considered assets.

Responsibilities

The Player Support Agent will serve as the link between clients and the gaming community, investigating and delivering prompt, quality responses to player inquiries via ticketing, email, or chat. They will assist internal teams with project-related requests, gather and deliver player feedback, and provide translations when required. Responsibilities also include maintaining accurate reports, escalating issues promptly, contributing to smoother support processes with personalized macros and knowledge base entries, and participating in the quality control process. Agents are expected to master gameplay knowledge of products and manage their time effectively to meet player needs.

Skills

Customer Support

Communication

Ticketing Systems

Email Support

Chat Support

Problem-Solving

Reporting

Escalation

Knowledge Base Management

Translation

Japanese

English

Keywords Studios

Comprehensive service provider for video games

About Keywords Studios

Keywords Studios provides a wide range of services for the video games industry, supporting the entire lifecycle of game development. Their offerings include game-ready art, marketing, game development, functional and localization testing, text and audio localization, casting, audio post-production, community management, player support, and content moderation. The company utilizes proprietary technology to enhance its end-to-end platform, allowing clients to effectively bring their game concepts to life. Unlike many competitors, Keywords Studios focuses on delivering customized solutions that cater to the specific needs and budgets of their clients. The goal of Keywords Studios is to assist game developers and publishers in creating engaging digital content that entertains, connects, and educates players.

London, United KingdomHeadquarters

1998Year Founded

$487.8MTotal Funding

IPOCompany Stage

Consumer Software, Entertainment, GamingIndustries

5,001-10,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Vacation

401(k) Company Match

401(k) Retirement Plan

Flexible Work Hours

Company Equity

Risks

Increased competition may impact Keywords Studios' market share in the gaming industry.

Integration of acquired companies could pose operational challenges and affect service quality.

Reliance on major clients like Microsoft may lead to revenue volatility.

Differentiation

Keywords Studios offers end-to-end services for the entire game development lifecycle.

The company has a global presence with over 13,000 professionals in 25+ countries.

Proprietary technology enhances Keywords Studios' platform for digital content creation.

Upsides

Acquisition of Certain Affinity expands Keywords Studios' AAA game development capabilities.

Integration with Microsoft's Community Sift boosts AI-enabled content moderation services.

Private equity interest indicates strong market confidence and strategic growth potential.

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