Amber is looking for a Customer Support Agent with English and Japanese to provide high-quality support for players of a Live game. You will act as a frontline resource, assisting players directly and helping maintain the game's vibrant community.
What You'll Do
- Provide support and answer inquiries for Live Players regarding account settings, gameplay, and purchasing.
- Gather relevant data, understand root causes, and offer personalized solutions.
- Stay updated on game features, design changes, and procedural updates.
- Monitor and meet the project's productivity and quality targets.
- Check support backlogs and report negative trends promptly.
- Maintain healthy KPI results on a daily, weekly, and monthly basis.
What We're Looking For
- A high level of fluency in written and spoken Japanese.
- A high level of fluency in written and spoken English.
- Excellent written and verbal communication skills.
- At least 1 year of experience in customer service, player support, or a contact center.
- Hands-on experience with contact center processes, tools, and multilingual support.
- An innovative and passionate approach to delivering the best user experiences.
- Ability to diagnose and solve problems of varying complexity using multiple tools or knowledge bases.
- Experience working in a fast-paced environment dealing with constant change.
- Video games knowledge.
Nice to Have
- Technical support experience in a customer-focused role.
- iOS/Android/Switch/PlayStation/PC experience.
- Ability to work in a multicultural environment.
- Game support knowledge.
Technical Stack
- Helpshift
- Zendesk
- Slack / Zoom
- MS Office Suite
Benefits & Compensation
- A dynamic industry where you can make a difference.
- Additional Days Off according to Amber’s internal policy.
- Professional and friendly work environment.
- An attractive salary package with private medical services.
- Awesome and talented colleagues.
- Support from all your teammates.
- Access to training and learning programs.
