Experienced Video Game Customer Support Specialist – Japanese Fluent

Join arenaflex, a leading innovator in the gaming industry, as we seek an exceptional Video Game Customer Support Specialist to join our dynamic team. As a key member of our support team, you will play a vital role in delivering an exceptional customer experience to our players, providing top-notch support via email, and helping to drive the success of our video game franchise.

About arenaflex

arenaflex is a cutting-edge gaming company that has revolutionized the industry with its innovative approach to game development and customer engagement. Our mission is to create immersive gaming experiences that captivate players worldwide, and we're committed to building a team of passionate and dedicated professionals who share our vision. As a Video Game Customer Support Specialist, you'll be part of a fast-paced, fun, and collaborative environment that's always pushing the boundaries of what's possible.

Key Responsibilities

As a Video Game Customer Support Specialist, you'll be responsible for providing exceptional support to our players via email, utilizing our industry-leading ticketing system, Zendesk. Your primary focus will be on resolving customer inquiries related to account and platform issues, as well as providing information on promotional opportunities and bundles. You'll also have the opportunity to cross-train and specialize in other areas, such as Technical Support, Gameplay, Social Media, or niche queues.

Deliverables

* Respond to players in a high-volume environment, consistently meeting productivity and quality standards, as measured by handle time, quality scores, and customer feedback.

• Demonstrate strong investigative skills, particularly in resolving money-related tickets (Account Takeover, Fraud, Refund abuse, etc.).
• Develop strong communication skills to accurately understand customer problems and know when to escalate to another team.
• Properly tag all Zendesk tickets for accurate reporting to management, ensuring business-critical data is captured and analyzed.
• Participate in other areas as agreed upon by arenaflex management, without impacting Service Level Agreements (SLAs).

Required Qualifications

* Previous customer support experience in the Technology, E-Commerce, or Game Company industry.

• Proven email or online customer support experience for software, with a strong understanding of online ticketing systems (Zendesk experience a plus).
• Excellent writing skills, with a focus on customer-friendly, grammatically correct, and verifiable communication.

Preferred Qualifications

* Video gaming experience, particularly in a support or customer-facing role.

• Fluency in Japanese, with the ability to communicate effectively with players who speak the language.

Essential Skills and Competencies

* Strong problem-solving and analytical skills, with the ability to resolve complex customer issues.

• Excellent communication and interpersonal skills, with the ability to work effectively with players, colleagues, and management.
• Strong attention to detail, with a focus on accuracy and quality in all aspects of support.
• Ability to work in a fast-paced, high-volume environment, with a focus on meeting productivity and quality standards.
• Strong investigative skills, particularly in resolving money-related tickets.
• Ability to learn and adapt quickly, with a focus on continuous improvement and professional development.

Career Growth Opportunities and Learning Benefits

As a Video Game Customer Support Specialist at arenaflex, you'll have access to a range of career growth opportunities, including:

• Cross-training and specialization in other areas, such as Technical Support, Gameplay, Social Media, or niche queues.
• Opportunities for professional development and growth, with a focus on continuous learning and improvement.
• Collaborative and dynamic work environment, with a focus on teamwork and open communication.
• Access to industry-leading tools and technologies, including Zendesk and other gaming industry platforms.

Work Environment and Company Culture

arenaflex is committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on a foundation of:

• Collaboration and teamwork, with a focus on open communication and mutual respect.
• Continuous learning and professional development, with a focus on growth and improvement.
• Diversity and inclusion, with a commitment to creating a workplace that values and celebrates individual differences.
• Fun and flexibility, with a focus on work-life balance and employee well-being.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Competitive salary and benefits, with a focus on employee well-being and financial security.
• Comprehensive health and wellness programs, including medical, dental, and vision coverage.
• Paid time off and holidays, with a focus on work-life balance and employee relaxation.
• Opportunities for professional development and growth, with a focus on continuous learning and improvement.
• Access to industry-leading tools and technologies, including Zendesk and other gaming industry platforms.

How to Apply

If you're a motivated and customer-focused individual with a passion for gaming and a commitment to excellence, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online application portal. We look forward to hearing from you! Apply to this job Apply for this job