Customer Support Agent with English and Japanese

Amber Studio
Manila
Workplace: RemoteContractFunction: Customer Support (Service Desk)Experience: 1+ yearsSkills: ["Communication","Empathy","Proactiveness","Resourcefulness","Problem-solving"]

Support live game players by answering inquiries about account settings, gameplay, purchasing, and basic troubleshooting. Gather relevant details, identify root causes, and provide personalized solutions while staying updated on game and procedural changes. Monitor backlogs and report negative trends, maintain KPI targets, and communicate with empathy across languages and cultures using contact center tools such as Helpshift and Zendesk.

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FursaFursa
Amber Studio
Amber Studio
1 day ago

Customer Support Agent with English and Japanese

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Support live game players by answering inquiries about account settings, gameplay, purchasing, and basic troubleshooting. Gather relevant details, identify root causes, and provide personalized solutions while staying updated on game and procedural changes. Monitor backlogs and report negative trends, maintain KPI targets, and communicate with empathy across languages and cultures using contact center tools such as Helpshift and Zendesk.
Location: Manila
Workplace: Remote
Employment Type: Contract
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide support and answer inquiries for live players.
  • •Gather relevant data, understand root causes, and offer personalized solutions.
  • •Stay updated on game/features/design/procedural changes.
  • •Check backlogs and report negative trends as soon as possible.
  • •Maintain healthy KPI results on a daily/weekly/monthly basis.

Pay and Benefits

Perks:Private MedicalAdditional DaysTraining Programs

Key Requirements

  • •At least 1 year of working experience in customer service, player support, or a contact center.
  • •High fluency in written and spoken Japanese and English.
  • •Excellent written and verbal communication skills.
  • •Hands-on experience with contact center processes, tools, and multilingual support.
  • •Ability to diagnose and solve problems of varying complexity using multiple tools or knowledge bases.
Experience:1+ yearsCustomer supportPlayer supportContact centerVideo games
Skills:CommunicationEmpathyProactivenessResourcefulnessProblem-solving
Languages:JapaneseEnglish
Tech Stack:HelpshiftZendeskSlackZoomMS Office SuiteIOSAndroidSwitchPlayStationPC

Company Brief

Amber Studio
Amber Studio is a game development studio that provides art, design, and engineering services for game and interactive entertainment projects, collaborating with publishers and developers on character, environment, and technical production.
Industry: Gaming
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