Bilingual Japanese Customer Service Representative / Technical Support

The Eastridge Group is currently supporting Sony Online Entertainment in its search for Bilingual Japanese Customer Service Representatives

 

Sony Online Entertainment produces and distributes online entertainment targeted to mainstream consumers and game enthusiasts and owns and manages The Station@sony.com , one of the leading online entertainment networks.  SOE also works with Sony's U.S. operating companies in the area of online advertising and sponsorship sales.  We are headquartered in San Diego with offices in Austin and Seattle.

   

Summary:  Provide in-game Customer Support and phone/chat/email based Technical Support for international products (FR/DE).

 

Essential Duties and Responsibilities include the following:

 Address and resolve customer issues in both the in-game petition system as well as through the phone/chat/email systems used for Technical and Account/Billing support.Investigate and document complex issues with regard to game exploits, trade fraud, and harassment issues to be used in account disciplinary action documentation.Adhere to posted game policies of each product supportedAssist with the support of our outsource team via IRC chat channelsDocument and communicate game/technical/investigation issues to supervisorsOrganize and run events for the player base

 

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

 

? Competency and Ability to provide support and communicate with management in both English as well as Kanji (written and verbally).

? Ability to be persuasive with customers, keeping ?customer satisfaction? as a guiding factor

? Technical Knowledge of known issues and their resolutions, as well as technical skills to evaluate/identify, document, and report/resolve complex technical issues that customers are having.

 

Flexible work schedule:  Due to the support needs and scheduling for our international community, all employees may be required to work a variety of shifts including nights and weekends.  Overtime may be requested/required during times of high call volume due to game updates or product launches.

 

Education and/or Experience: High School Diploma or Customer Service experience.

 

Language Skills: To perform the job duties of this position successfully, an individual must display a high degree of proficiency in English as well as Kanji.  This includes writing, reading, speaking, and translation skills.

 

For immediate consideration please email resumes to:

 April Artunian,  Sony Online Entertainment Account Manager

Eastridge Administrative Staffing

ava@eastridge.com

2355 Northside Dr. Suite 100

San Diego, CA 92108

Phone: 619-260-2146