Operations Support, Night Agent

Industry:

Company: Square Enix America

The Operations Support Agent is a key member of the operations team, crafting text for in-game and website communications, coordinating global operations and support teams, and providing translation and operational support to internal teams.

Additionally, the agent helps ensure that our players get world-class treatment by coordinating between customer support teams and development teams, translating and passing on key information needed to resolve bugs and other customer support issues.

Requirements

Essential Duties and Responsibilities

• Provides translation of customer-facing in-game notifications, social media posts, and more.
• Help communicate game bugs, customer issues, and community feedback to teams in Japan.
• Provides translation and coordination for communication between Japanese staff and US staff.
• Translates news announcements, special reports, troubleshooting tickets, player reports, records, and other documentation.
• Utilize company tools to provide both direct and indirect support to customers.
• Maintains confidentiality of all proprietary information including but not limited to customer account information and network information.
• Must be able to work non-traditional hours (typically 8 pm to 5 am and including weekends) in order to communicate with personnel in different time zones.
• Other duties as required.

Knowledge and Experience

• Minimum High School diploma, 4-year degree at an accredited university preferred.
• Fluent or near-fluent in English, and business-level Japanese.
• Experience with mobile and online games professionally or personally.
• Strong writing ability in English and Japanese.

Competencies, Skills, and Attributes

• Job Knowledge
• Independence
• Productivity
• Quality
• Positive and professional demeanor
• Excellent communication skills
• Teamwork
• Adherence to policies
• Problem-solving
• Analytical
• Process improvement
• Project management

Travel

• This position does not require travel.

Supervisory Responsibility

• This position has no supervisory responsibilities.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, see, and move around the facilities. This would require the ability to lift files/boxes, open filing cabinets, file, bend, twist, and stand on a stool as necessary. Must be able to lift up to 20 pounds. This expectation holds true for the current work-from-home environment.

Benefits

• 100% Medical, Dental, and Vision coverage- with the option to add a spouse/domestic partner and children at 2% of the premium.

• Medical FSA (Flexible Spending Account) and Dependent Care FSA (Flexible Spending Account) to help pay for medical expenses, childcare, or adult care expenses with pre-tax dollars.
• Wellness programs- mental health resources, counseling, financial well-being, support for future moms, a 24/7 Employee Assistance Program hotline, and much more.
• Generous leave- from the start you can earn up to 25 days of PTO, we observe 13 major holidays and provide job-protected leave for life’s unexpected moments.
• 401K auto-enrollment and employer-match contribution.
• Be among the first to get copies of every game title, plus receive generous discounts on thousands of games in our library.
• Refer our next new team member and receive a $1000 bonus.

Annual Salary: $28.00 per hour