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Customer Support Agent with English and Japanese

Amber Studio


This job requires a Player Support Agent with native fluency in written and spoken Japanese and high level fluency in written and spoken English. The primary duties and responsibilities include providing support and answering inquiries for Live Players, gathering relevant data, understanding the root cause, and offering personalized solutions. The job also requires maintaining healthy KPI results, keeping up with game/features/design/procedural changes, and carefully checking the backlog. Qualifications and requirements include at least 1 year of working experience in customer service, player support, or contact center, excellent written and verbal communication skills, hands-on experience with contact center processes, tools, and multilingual support, and video games knowledge. Nice to have qualifications include iOS/Android/Switch/PlayStation/PC experience, ability to work in a multicultural environment, and game support knowledge. The job offers a fun and dynamic industry, professional and friendly work environment, an attractive salary package, awesome and talented colleagues, support from all teammates, and access to training and learning programs.

Job description

Player Support Agent with English & Japanese

 As a Player Support agent, you will be supporting the players of a Live game, assisting them with queries regarding account settings, gameplay, purchasing, basic troubleshooting, and other miscellaneous game-related question they may have.

Of course, we are not limiting ourselves just to this, as we want to be as close as we can to the community and listen and gather their valuable feedback when they reach out to us.

Job Purpose:


First and foremost, one of our core values is Culture, and this is reflected in our daily activities.

We value each one of our players and we like to consider ourselves as their trusty friends and be there for them whenever they need us.  We are devoted to giving our partners incomparable services by demonstrating exceptional quality, understanding cultural differences, and showing empathy, proactiveness, and resourcefulness.

Primary Duties and Responsibilities:

  • Provide support and answer inquiries for Live Players.
  • Gather relevant data from the players, understand the root cause, and offer personalized solutions.
  • Constantly keeping yourself updated in terms of game/features/design/procedural changes.
  • Be in tune with the project’s productivity and quality targets.
  • Carefully check the backlog and report negative trends as soon as possible.
  • Maintain healthy KPI results on a daily/weekly/monthly basis.


Qualification & Requirements:


  • Native level of fluency in written and spoken Japanese.
  • High level of fluency in written and spoken English.
  • Excellent written and verbal communication skills.
  • At least 1 year of working experience in customer service, player support, or contact center.
  • Hands-on experience with contact center processes, tools, and multilingual support.
  • Innovative and passionate about delivering the best user experiences possible.
  • Ability to diagnose and solve problems with varying complexity, using multiple tools or knowledge bases.
  • Must be experienced and comfortable with working in a fast-paced environment dealing with constant change.
  • Video games knowledge.
  • Technical support experience in a customer-focused role is preferred, but not essential.


  • Helpshift
  • Zendesk
  • Slack / Zoom
  • MS Office Suite


Nice to have:

  • iOS/Android/Switch/PlayStation/PC experience.
  • Ability to work in a multicultural environment.
  • Game support knowledge.


What we offer:

  • A fun and dynamic industry where you can make a difference.
  • Professional and friendly work environment.
  • An attractive salary package.
  • Awesome and talented colleagues.
  • Support from all your teammates. 
  • Access to training and learning programs.


Location: Remote<span>,</span> Manila, Philippines

Country: Philippines

Date found: 2023-02-18

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