Summary Responsible for providing in-game customer support and enforcing game rules and policies for our online games while meeting department quality and productivity standards. Provide translation and coordination between support groups in different regions. Requirements Ability to multi-task in fast-paced environment Flexibility and willingness to independently navigate areas of unfamiliarity Effective oral and written communication skills Positive and professional attitude Strong word processing and other computer skills Independent worker (i.e., takes initiative and works well with little supervision) Efficient and productive Knowledge of the entertainment software industry Japanese language skills and experience working with Japanese corporations (English to Japanese focused) Essential Duties and Responsibilities In-Game Support: Resolves in-game customer calls via proprietary tools Resolve concerns including but not limited to inappropriate language, grief tactics, game errors, and game cheats & exploit issues through investigation of server records Review and process disciplinary action on customer accounts in violation of the rules and policies governing our online games Stay current on all elements of the project and community through the official website and other resources Accurately and concisely document customer call history or disciplinary action through proprietary tools Compile a daily report to the shift lead Stay up to date with most current rules, policies, and procedures Escalate issues to appropriate offices when necessary Oversee projects to ensure deadlines are met Assumes floor lead responsibilities as need
Translation: Translation of documents between English and Japanese (with a focus on English to Japanese translations) Bi-lingual coordination between English and Japanese speaking groups Interpretation and communication between English and Japanese speaking groups And other related duties as required Education and/or Experience High school diploma or equivalent, 4 year degree at an accredited university preferred Minimum typing skills 40 WPM Able to work various schedules Proficiency with MS Office tools Ability to quickly learn detailed procedures through flow-charts or e-mail Previous experience playing MMORPG titles Minimum 1 year front line customer service experience 1 year professional translation experience (not required, but a plus) Must have integrity and self-restraint High-end knowledge of FINAL FANTASY Xl and FINAL FANTASY XIV a plus Prior call center experience a plus Prior Game Master experience is a plus A passion for video games Exceptional teamwork skills