Experienced Full Stack Customer Support Specialist – Japanese Fluent – Video Game Support

At arenaflex, we're on a mission to revolutionize the gaming industry with innovative and engaging experiences. As a key member of our customer support team, you'll play a vital role in ensuring our players have an exceptional experience with our video game franchise. If you're passionate about gaming, customer service, and Japanese culture, we want to hear from you!

About arenaflex

arenaflex is a dynamic and fast-paced company that's passionate about creating immersive gaming experiences. Our team is dedicated to delivering high-quality products and services that exceed our customers' expectations. As a customer support specialist, you'll be part of a collaborative and supportive environment that encourages growth, learning, and innovation.

Job Summary

We're seeking an experienced customer support specialist with a strong background in technical support or customer service via email. As a Japanese fluent specialist, you'll be responsible for providing top-notch support to our players via email, utilizing our Zendesk ticketing system. If you're a gaming enthusiast with excellent communication skills and a passion for problem-solving, we encourage you to apply for this exciting opportunity.

Key Responsibilities

As a customer support specialist, you'll be responsible for:

• Responding to player inquiries in a high-volume environment, consistently meeting productivity and quality standards
• Mastering account and platform-level tickets, including troubleshooting, providing information on promotional opportunities, and handling "how-to" questions
• Cross-training and specializing in other queues, such as technical support, gameplay, social media, or niche areas
• Developing strong investigative skills to resolve complex issues, including money-related tickets (account takeover, fraud, refund abuse, etc.)
• Utilizing effective communication skills to accurately understand customer problems and know when to escalate to another team
• Properly tagging Zendesk tickets for accurate reporting and business-critical metrics
• Collaborating with management to identify areas for improvement and implementing solutions that meet SLA requirements

Deliverables

As a customer support specialist, you'll be measured on the following key performance indicators:

• Consistently meeting productivity and quality standards, as measured by handle time, quality scores, and customer feedback
• Demonstrating strong investigative skills, with a focus on resolving complex issues related to account takeover, fraud, and refund abuse
• Exhibiting excellent communication skills, with the ability to accurately understand customer problems and know when to escalate to another team
• Properly tagging Zendesk tickets for accurate reporting and business-critical metrics

Required Qualifications

To be successful in this role, you'll need:

• Previous customer support experience in a technology, e-commerce, or game company
• Strong background in email or online customer support, with a focus on software or gaming-related issues
• Experience in online ticketing systems, with a strong understanding of Zendesk
• Excellent writing skills, with the ability to communicate complex issues in a clear and concise manner
• Japanese fluency, with the ability to communicate effectively with players

Preferred Qualifications

While not required, we strongly prefer candidates with:

• Video gaming experience, with a strong understanding of gaming-related issues and terminology
• Experience in a fast-paced, high-volume support environment

Work Environment and Company Culture

As a member of our customer support team, you'll be part of a dynamic and collaborative environment that encourages growth, learning, and innovation. We offer a range of benefits, including:

• Competitive salary and benefits package
• Opportunities for career growth and professional development
• Collaborative and supportive team environment
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Recognition and rewards for outstanding performance

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and benefits package, including:

• Competitive base salary
• Bonus structure based on performance
• Comprehensive health and wellness benefits
• Retirement savings plan
• Paid time off and holidays
• Access to on-site fitness center and wellness programs
• Professional development opportunities and training

How to Apply

If you're a motivated and customer-focused individual with a passion for gaming and Japanese culture, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you! Apply to this job Apply for this job