PTW

Player Support Executive (Japanese)

Posted 11 Days Ago

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Malaysia

Entry level

Gaming

The Role

The Player Support Executive provides customer support through various channels, resolving technical issues related to computers, mobile apps, and gaming consoles. They handle multiple communication streams simultaneously and offer feedback to the team on customer trends. The role also involves translating documents between Japanese and English and writing reports and minutes in both languages.

Summary Generated by Built In

Description

• Provide customer support and technical issue resolution (within inbound / desk-bound environment) via email, chat, social media and other online platforms.

• Handle multiple concurrent chat and email, outbound calls interactions while addressing frequent emails, social media interactions and other online platforms.

• Identify, troubleshoot and advise on technical issues in the customer’s computer, mobile app and / or video game console.

• Identify trends in customer problems and provide clear feedback/inputs to the team members based on independent testing.

• Escalate real-time issues to client/supervisor.

• Translate documents in Japanese to English and vice versa. • Perform report and minutes writing in Japanese and/or English.

Requirements

Prior experience in call-centre or customer service related roles.

Language proficiency in both English and Japanese (JLPT N3 and above or an equivalent level) in order to liaise with Japanese-speaking associates.

Able to work on weekends and public holidays on a fixed schedule.

Possess customer-focused with appropriate urgency to suit operational demands.

Good time management and work organizational skills.

Meticulous team player with a results-driven personality.

Proficient in MS Office. Exposure in any CRM tools or systems is highly advantageous.

Able to understand games from a gamer’s perspective and give in-depth gaming and PC/console troubleshooting support.

Able to solve and analyse information accurately with appropriate speed and guidelines.

Those without relevant experience (possess interest in customer service or gaming) may be considered as well.

Benefits

AWS, monthly birthday celebration, medicial expenses

Top Skills

English

Japanese

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The Company

HQ: Marina del Rey, CA

2,530 Employees

On-site Workplace

Year Founded: 1994

What We Do

We’re a global team of passionate, hard-working, ambitious gamers, whose goal is always to make every gamer's experience as perfect as possible. We’re dedicated to helping your players, because they’re part of our community too. We’ve been working hard for players, clients, and the games industry for over 26 years, providing industry-leading services to every part of the globe.

We believe great work gets done by teams who love what they do. This is why we approach every solution with an all-minds-on-deck strategy that leverages our global workforce's strength, creativity, and passion.
8,500+ passionate gamers
650+ top developers and publishers as clients
5.3 million hours QA testing
7 year average client partner tenure
2,500+ LQA titles

PTW is a boutique games services company with 40 offices in 11 countries worldwide. Our range of services include quality assurance, localization, customer experience, art production, game development services, and audio production services.

We believe that innovation comes in all sizes, which is why we take on projects of any size and love crafting a custom solution, no matter the scale.

PTW, comprised of global subsidiaries, is a UK-based holding company formed in 2016 under the umbrella of Poletowin Pitcrew Holdings, Inc. which is listed on the 1st Section of Tokyo Stock Exchange as 3657.

The PTW group includes SIDE, 1518 Studios, Entalize, The Game Dev Show, and OR Esports.