Customer Support Tier 2 (Japanese/English/Chinese Bilingual)

RESPONSIBILITIES

• Providing customer support and technical issue resolution via email, chat, social media, and other online platforms.
• To be able to handle multiple concurrent chat and email, outbound calls interactions while addressing frequent start and stops from emails, social media interactions, and other online platforms.
• Identifying correcting and advising on technical issues in the customer’s computer, mobile app, and/or video game console.
• Identifying trends in customer problems and provide clear feedback/inputs to the team members based on independent testing.
• Escalating real-time issues to client/supervisor.
• Translate Japanese to English or Chinese and vice versa.
• Report and minutes writing in Japanese and/ or English.
• Attend Japanese client meeting if required

REQUIREMENTS

• English (fluent), Chinese (fluent) and Japanese (fluent-business level), with N2 Certification.
• 2-3 years of experience of working in a global environment in a similar position of advantage.
• Requires to work on weekends and public holidays with a fixed schedule onsite at the Side Malaysia office.
• Strong in both written and communicating in English, Chinese and Japanese - in order to liaise with Japanese speaking associates
• Ability to deliver excellent customer service quality utilizing soft skills
• Able to understand games from a gamer’s perspective and give indepth gaming and PC/console troubleshooting support
• Ability to solve and analyze information accurately with appropriate speed and guidelines
• Team player
• Those with strong interest in games are preferred but we do welcome those with good customer service equivalent industry.

Transport allowance, medical reimbursement