Player Support Executive - Japanese

PTW is a leading global provider of customer experience, quality assurance, localization, engineering and audio production services to key software and technology-focused markets including games, interactive entertainment media, education, e-commerce and internet of things.

For over 20 years, we have delivered great results for our clients. Our main aim is to advance their businesses, and enhance their customers’ satisfaction. We’re dedicated to helping every client develop the best products and consumer experiences possible. And because we believe in partnerships and collaboration, the journey is shared and the successes are too.

With 35 studios worldwide and over 4,000 dedicated employees, we have the global infrastructure to scale and flex to match our clients' ambitions. We create unique solutions brimming with ideas, backed up by effective problem-solving for the most challenging requirements. We also deliver our services in a unique way – combining a truly global service, with the personal touch of a smaller business. Big meets small, in the best way possible.

RESPONSIBILITIES

1. Providing customer support and technical issue resolution via email, phone, chat, social media and other online platforms.
2. Handling multiple concurrent chat and email interactions while addressing frequent start and stops from incoming phone calls, emails, social media interactions and other online platforms.
3. Identifying, correcting and advising on technical issues in the customer’s computer, mobile app and/or video game console.
4. Identifying trends in customer problems and providing clear feedback/inputs to the team members based on independent testing.
5. Proficient in both verbal and written communication skills in Japanese and English.
6. Ability to communicate in Japanese via email/chat/phone (required to liaise with Japanese speaking customers).
7. Delivering excellent customer service quality utilizing soft skills.
8. Understanding games from a gamer’s perspective and providing in-depth gaming and smartphone/apps/PC/console troubleshooting support.
9. Solving and analyzing information accurately with appropriate speed and guidelines.
10. Being a team player.
11. Having a strong interest in games is preferred.
12. Must be a native Japanese speaker.

Annual Leave and Statutory Benefits