Customer/Player Support - (Japanese)

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 experience equivalent

industry

Additional Information

Entry Level Qualification - Professional Certificate

Years of Experience - 2 year

Job Type - Full-Time

Job Specializations - Services, Customer Service

Side is a leading global provider of customer experience, quality assurance,

localization, engineering and audio production services to key software and

technology-focused markets including games, interactive entertainment

media, education, e-commerce and internet of things.

For over 30 years, we have delivered great results for our clients. Our main

aim is to advance their businesses, and enhance their customers’ satisfaction.

We’re dedicated to helping every client develop the best products and

consumer experiences possible. And because we believe in partnerships and

collaboration, the journey is shared and the successes are too.

With 40 studios worldwide and over 4000 dedicated employees, we have the

global infrastructure to scale and flex to match our clients' ambitions. We

create unique solutions brimming with ideas, backed up by effective problemsolving

for the most challenging requirements. We also deliver our services in

a unique way – combining a truly global service, with the personal touch of a

smaller business. Big meets small, in the best way possible.