Operations Support Agent

Operations Support Agent

Job Overview
Job Order:JO000087825
Date Posted:Mar 11
Industry:Information Technology
Metro Area:
Start Date:Mar 25


The Operation Support Agent will work to develop and implement initiatives targeting continuous performance and quality improvements. Must assess and evaluate learning solutions by performing quantitative and qualitative root cause analysis. Additionally the Operation Support Agent will be responsible for researching trends, analyzing data and monitoring service performance for the Community and Service division. Will also collaborate with department managers, as you review Quality Assurance metrics and ensure a consistent customer experience. The Operation Support Agent acts as a communicator between Japan, Europe, and US office to relay any information that impacts online or offline services. Translates various documents which consists of news article translation that will be uploaded to a live web site.


Ability to multi-task in a fast-paced environment
Flexibility and willingness to independently navigate areas of unfamiliarity
Effective oral and written communication skills
Positive and professional attitude
Strong word processing and other computer skills
Independent worker takes initiative and works well with little supervision
Efficient and productive
Knowledge of the entertainment software industry
Fluent in both Japanese and English
Must be able to work non-traditional hours in order to communicate with personnel in different time zones
Ability to keep data and information confidential
Strong project planning skills
Strong math skills and ability to provide analysis of contact center data


Create, update and maintain procedures for the Operations Support, Information Center and Game Master groups
Create and deploy “best practices” training
Lead continuous process improvements to increase efficiency of call center operations such that company goal levels are achieved
Plan, organize and control resources for optimal delivery of excellent customer service
Serve as primary liaison between other departments and Operations group globally and internally
Provides translation and interpretation for communication between Japan staff and US staff. Translates news announcements, special reports, troubleshooting tickets, player reports, “Catbert” records and other documentation
Uploads news announcements on the web for the online community
Spearhead and maintain project plans that outline cost saving analysis and benefits for all process, tool and customer service improvement projects
Maintains confidentiality of all proprietary information including but not limited to customer account information and network information
Responsible for updating and maintaining procedures for Information Center and GM Groups
Other duties as required


Minimum High School diploma, 4 year degree at an accredited university preferred
2 - 4 years call center related experience
1 - 2 years of supervisory experience or equivalent combination of education and experience.
1 year professional translation experience not required, but a plus
Fluent in Japanese and English

Eastridge Workforce Solutions is an Equal Opportunity Employer


Please email resumes to