Japanese Customer Support Agent

GAMING CLIENT - TIER 1 CUSTOMER SUPPORT AGENT

FLUENT ENGLISH / JAPANESE SPEAKERS (Written English must be superb!)

Role starts Monday 9th December. Training will be 2pm to 8pm until 23rd December. After that you choose your own hours.

MISSION:

• Develop a deep understanding of gaming company processes and how to apply these processes.
• Take ownership of customer interaction and provide an out-of-this-world level of support.
• Provide exceptional customer experience as measured through customer surveys. Meet and exceed expectations.

PROFILE:

• Passion for the gaming industry.
• Demonstrate strong logical thinking.
• Passionate about engaging with players while understanding their issues and finding solutions.
• Have a consumer-oriented mindset and willingness to provide the best service.
• Advanced technical knowledge and experience.
• High level of reading comprehension and understanding of game-specific terminology, slang, and context.

LANGUAGES:

• For assigned language, excellent written skills (fluency and accurate typing) in the language you will be supporting. Testing: CEFR 1 for assigned language, English CEFR B2 or better.

DUTIES vary by LOB and may include:

• Tier 1 support activities and responses as defined by the client.
• Escalation of reports beyond Tier 1 scope, per client's guidelines.
• Handling and escalation of bug reports.
• Account Management: change requests, 2FA, email address, merging requests, recovery, linking, etc.
• Keys & Codes: Assisting with all key & code-related queries - error while activating product, invalid key issue, etc.
• Connection Issues: Troubleshooting all connectivity issues on the Consoles & PC - cannot connect scenarios, lag, etc. Including player issues with connecting to our websites and services.
• Technical Issues: Checking the minimum requirements and troubleshooting from A-to-Z game crashes, freezes, and error messages. Finding the cause & troubleshooting graphics & sound issues. Troubleshooting all installation issues of games & game patches (Console & PC).
• Subscriptions: Helping with any issues relating to billing, content queries, or access issues to site, including refunds.
• Online Store & in-Game Purchases: Specifically helping with issues relating to purchases directly from the online store, payment issues, access to the product, delivery issues and issues with promotions on our store & refunds.
• Gameplay: General information requests about the game, game content, gameplay and achievements, also feedback and suggestions for games.
• Player Reports, Bans and Sanctions: Used for reporting players that are breaking the code of conduct, or players that have been sanctioned and would like to investigate the removal of a sanction from their account

Other:

• Tier 1 support activities prior to the escalation. Performing regular tasks in the game moderation tools, reporting, and participating in community engagement activities when the workload allows.
• May handle CM and GM tasks.

Job Types: Part-time, Freelance

Pay: £12.00 per hour

Expected hours: 15 – 20 per week

Additional pay:

• Bonus scheme

Benefits:

• Flexitime
• Work from home

Application question(s):

• Are you currently living in the UK?

Experience:

• customer service: 1 year (required)

Language:

• Fluent English (required)
• Fluent Japanese (required)

Work authorisation:

• United Kingdom (required)

Work Location: Remote

Application deadline: 21/11/2024
Expected start date: 09/12/2024