Video Game Customer Support Specialist- Japanese Fluent

Customer Support Agent

Apex Systems is hiring a Customer Support Agent to work in a fast paced, busy, but amazingly fun environment supporting a video game franchise. This work will be email support via Zendesk. We are looking for candidates with previous experience in a high volume support environment providing technical support or customer support via email. This role requires bilingual language skills in Japanese.

Major Responsibilities:

Account & Platform level Tickets The ticket types that support agents handle themselves after initial training are largely around general troubleshooting for all basic platform and account level for customers.

• Account Troubleshooting
• "How do I?" Questions
• Provide information on various promotional opportunities and bundles

After the agent has mastered Account and Platform tickets, there will be opportunities to cross train and focus on other queues. These could include Technical Support, Gameplay, Social Media, or special niche queues.

Deliverables:

• Respond to Players in a high volume environment by consistently hitting the bar for both productivity and quality, as measured by handle time, quality scores, and customer feedback
• Strong investigative skills with a focus in money related tickets (Account Takeover, Fraud, Refund abuse, etc)
• Strong communication skills to accurately understand a customer's problem and know when to ask for more before escalating to another team. T1 agents should have all information needed (as much as reasonably possible) before passing off to another team
• Properly tag all Zendesk ticket for appropriate reporting to other management this is business critical as incorrect tagging can result in tickets being dropped or not being reported on
• Other areas as agreed by Apex management within position criteria if SLA is not adversely impacted

Required Qualifications:

• Customer Support experience at a Technology, E-Commerce, or Game Company is required
• Previous email or online customer support experience for software; call center work is not a direct correlation
• Experience in one or more online ticketing system. This team uses Zendesk.
• Excellent, customer-friendly, grammatically correct, and verifiable writing skills

Preferred Qualifications:

• Video gaming experience strongly preferred

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.