Customer Support Specialist (JP + EN) - Remote - Contractor

At Holotech, we believe in the power of avatars. Since 2014, millions of people across the globe have used our products to livestream, video chat, and record videos as incredible 2D and 3D avatars. 

We recently released our newest product, called Animaze, on Steam. We’re looking for a Customer Support Specialist to join our team and help us make Animaze the best it can be. 

We are seeking a Customer Support Specialist with Japanese and English language proficiency to contribute to the planning and day-to-day operations of our Customer Experience (CX) team. Our CX team is responsible for providing swift, comprehensive, and friendly support to our global customer base.  You will interact directly with Animaze users who share product feedback, report bugs, and ask questions about our software on key platforms like Discord, Twitter, and Steam. Internally, you will serve as a user advocate, ensuring that our product team is aware of key issues, bugs, and community sentiment. This role is focused on supporting our Japanese customers; a significant portion of your time will require reading and writing in Japanese. To apply, email your resume to careers@animaze.us with the subject ‘JP Customer Support'. 

Please Note: 

  • This is a remote role that can be performed from any location. You will be required to join virtual meetings with team members in Romania (GMT +2) and California (GMT -8).  

  • This is a 6-month contract position with the potential for full-time employment at the end of the contract

Core Responsibilities:

  • Serve as the primary support contact for Animaze users and community members on Twitter, Facebook, Steam, Discord, and via email. Provide prompt and comprehensive written support for users who are experiencing bugs/crashes, providing feedback or suggestions about Animaze, or need help understanding how to use our software.

  • Work with QA, engineering, and product teams to surface important issues, bugs, and crashes and write tickets to identify and implement solutions

  • Analyze support inquiries to develop a high-level understanding of key issues, identify feedback patterns and trends, and regularly share this information with team leaders

  • Write customer-facing support materials such as FAQ articles and announcements that explain how to use product features.

Requirements:

  • BA/BS degree or equivalent practical experience

  • 2+ years of professional customer support experience for a gaming, digital art, or technology company

  • Excellent written and verbal communication skills

  • Experience with task tracking software such as JIRA and support suites such as Zendesk

  • You have an unshakeable positive attitude, a high degree of empathy, and an aptitude for staying cool during challenging customer interactions

  • You are exceptionally organized, detail- and process-oriented.

  • You have a passion for gaming, live-streaming, and digital avatars

  • You have an interest in learning more about modeling and animation

  • You must be fluent in English (written and spoken) and have fluent or near-fluent proficiency in written Japanese 

Nice to Have:

  • Experience modeling and/or rigging Live2D characters 

  • Experience creating content with 3D modeling/rigging in programs like Blender, Maya, or 3DSMax

To apply, email your resume to careers@animaze.us with the subject ‘JP Customer Support'. 

Holotech Studios is an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability status, or other applicable legally protected characteristics.