Customer Support Specialist, Japanese

The Japanese Customer Support Specialist will take the initiative to do everything possible to ensure that every player is beyond satisfied. The incumbent will possess strong organizational and multitasking skills combined with a good technical understanding and the ability to learn new tech tools quickly.

Responsibilities

• Provide prompt, courteous, and effective customer support to Japanese-speaking end-users of the game.
• Interact directly with our gamers via support platform tools (and official game forum/community spaces if applicable).
• Act as the official game representative within the online community (i.e., answer questions/address concerns or issues regarding the game within relevant threads when necessary).
• Regularly update the internal relevant teams (Community or Marketing and Stats) on trends, information, and insights occurring within the game community.
• Stay abreast of game changes and updates to anticipate potential issues within the community or game support.
• Provide translation help when needed for the game, marketing/PR, and business development.
• Manually review player-to-player transactions and terms of service violation issues.
• Identify suspicious activity and alert the fraud team of suspected fraudulent activity within the in-game economy.
• Regularly update the internal teams on trends, information, and insights occurring within the community; evaluate and resolve players’ network issues.
• Track stubborn issues and work with QA to assess severity before escalating them to the development team.
• Review and moderate user-generated technical content on the official game forum.
• Regularly update the internal Community Team on trends, information, and insights occurring within the game community.
• Keep the CSR Team up to speed on solutions to the latest reported issues by Japanese players, ensuring they’re able to quickly and efficiently solve player problems.
• Other responsibilities as assigned.

Qualifications

• Fluent Japanese & English speaker, reader, and writer.
• Must have 1-2 years of experience in a help desk or technical support work environment.
• Relevant training in technical support.
• Avid gamer, knowledge of Internet and gamer culture/lingo plus the gaming industry.
• Good knowledge of the principles of great customer service. 
• Ability to effectively communicate information to customers with the intent of turning disgruntled/dissatisfied players into loyal evangelizing players.
• Strong technical understanding and a quick study of new tech tools.
• Strong organizational and multitasking skills.
• Knowledge of Warframe and support tools. 
• Experience with common de-escalation, investigation, and negotiation methods.
• Adept at troubleshooting, diagnosing, and repairing basic technical problems on PC, consoles, and networks.

We believe in the power of human connection. At Digital Extremes, we do not use artificial intelligence (AI) to screen, assess, or select candidates. All applications are reviewed by human, qualified recruiters.

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Digital Extremes is committed to providing a fair, equitable, and competitive package that reflects the value a candidate brings.

Salary Range: $50,000 - $55,000 CAD

Existing Vacancy: Yes – we’re currently hiring candidates for an existing vacancy in this position

We believe in the power of human connection. At Digital Extremes, we do not use artificial intelligence (AI) to screen, assess, or select candidates. All applications are reviewed by human, qualified recruiters.

During your interview, our recruitment team will leverage  Gemini as a note-taker only. At Digital Extremes, a core value of our studio is that we do not leverage AI in any of our development processes; this is a strict company policy.
Please note that we permit the use of AI tools exclusively for administrative support, it is not used for candidate selection, screening, or any part of the decision-making process. All evaluations are conducted solely by our team to ensure our hiring remains a human-led process, just as our development remains the work of our artists and creators.