Customer Support Specialist, Japanese
Core
Provide prompt, courteous, and effective customer support to Japanese-speaking end-users of the game, acting as the official game representative within the online community.
Role type
Customer Support Specialist (Gaming)
Builds
Player satisfaction and community health for the Warframe game
Domain
Video Games / Gaming Industry
Deliverable
client delivery
Required skills
Fluent Japanese and English, technical troubleshooting, community management, fraud detection, translation assistance, de-escalation, investigation, negotiation, knowledge of gaming culture/lingo, knowledge of Warframe and support tools
Preferred skills
Avid gamer, knowledge of Internet and gamer culture, ability to turn disgruntled players into loyal evangelizing players
Technologies
Support platform tools, official game forum/community spaces, PC, consoles, networks
Responsibilities
Interact directly with gamers via support platform tools and official game forums; manually review player-to-player transactions and terms of service violation issues; identify suspicious activity and alert the fraud team; track stubborn issues and work with QA to assess severity before escalating to development; review and moderate user-generated technical content on the official game forum; keep internal teams up to speed on solutions to latest reported issues by Japanese players
Seniority
Junior to Mid-level, hands-on IC