INACTIVE
Full-Time
Player Support Executive
Japanese
Posted on 9/6/2024
PTW
1,001-5,000 employees
Gaming and technology service provider
Data & Analytics
Gaming
Entry, Junior
Remote in USA
Category
Customer Support
Customer Success & Support
Required Skills
Customer Service
Requirements
- Prior experience in call-centre or customer service related roles.
- Language proficiency in both English and Japanese (JLPT N3 and above or an equivalent level) in order to liaise with Japanese-speaking associates.
- Able to work on weekends and public holidays on a fixed schedule.
- Possess customer-focused with appropriate urgency to suit operational demands.
- Good time management and work organizational skills.
- Meticulous team player with a results-driven personality.
- Proficient in MS Office. Exposure in any CRM tools or systems is highly advantageous.
- Able to understand games from a gamer’s perspective and give in-depth gaming and PC/console troubleshooting support.
- Able to solve and analyse information accurately with appropriate speed and guidelines.
Responsibilities
- Provide customer support and technical issue resolution (within inbound / desk-bound environment) via email, chat, social media and other online platforms.
- Handle multiple concurrent chat and email, outbound calls interactions while addressing frequent emails, social media interactions and other online platforms.
- Identify, troubleshoot and advise on technical issues in the customer’s computer, mobile app and / or video game console.
- Identify trends in customer problems and provide clear feedback/inputs to the team members based on independent testing.
- Escalate real-time issues to client/supervisor.
- Translate documents in Japanese to English and vice versa.
- Perform report and minutes writing in Japanese and/or English.
PTW provides a range of services for the gaming and technology sectors, including co-development, live operations, localization, and quality assurance. Their localization service adapts game content for different languages and cultures, while their testing services ensure games are engaging and free of bugs. PTW also offers audio production through its subsidiary, SIDE, which specializes in voice casting and direction. The company aims to deliver high-quality, tailored solutions that help clients achieve their goals efficiently.
Company Stage
N/A
Total Funding
N/A
Headquarters
Larkspur, California
Founded
1994
Growth & Insights
Headcount
6 month growth
↑ 2%1 year growth
↑ 2%2 year growth
↑ 2%
Simplify's Take
What believers are saying
- The acquisition of Vibe Avenue expands PTW's talent pool and service offerings, potentially leading to new business opportunities and market expansion.
- PTW's RESOLVE platform can significantly improve customer satisfaction and operational efficiency, making it an attractive feature for game developers.
- PTW's global presence and diverse service portfolio offer employees opportunities for career growth and cross-functional experience.
What critics are saying
- The highly competitive nature of the gaming services industry requires PTW to continuously innovate to maintain its market position.
- Integration challenges with newly acquired companies like Vibe Avenue could disrupt operations and delay service enhancements.
What makes PTW unique
- PTW's comprehensive localization services, backed by native linguistic experts, ensure culturally resonant game content, setting them apart from competitors who may not offer such tailored solutions.
- The acquisition of Vibe Avenue enhances PTW's already robust audio production capabilities, making them a one-stop-shop for high-quality sound design and music composition.
- PTW's innovative neural machine translation service, RESOLVE, addresses player support challenges with scalable, cost-efficient solutions, distinguishing them from traditional support models.
INACTIVE