Customer Support Agent (Internal Recruitment)

Mexico

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Video GamesIndustries

Requirements

Prior experience in a support, monitoring, or gaming environment is preferred. Excellent written and verbal communication skills, strong critical thinking and problem-solving abilities, and a technically curious mindset. Willingness to work assigned shifts (including overnight or weekends where applicable), comfort with Slack and internal monitoring systems, and the ability to work independently as well as collaboratively with cross-shift teams. A calm demeanor under pressure and strong attention to detail are important.

Responsibilities

Actively monitor robot performance and system health using internal dashboards and monitoring tools. Detect anomalies, errors, or performance concerns through observation or automated alerts. Perform first-level troubleshooting by investigating issues, applying known solutions, and attempting resolution where possible. Document and escalate unresolved issues according to established workflows. Communicate with teammates across shifts, providing timely updates and status changes in Slack. Accurately log incidents, including symptoms, actions taken, and resolution outcomes. Ensure continuity across shifts through effective written handoffs and documentation. Evaluate external questions or concerns related to robot behavior or system status and escalate as needed for customer support.

Skills

customer support

system monitoring

robot performance

Slack

incident logging

first-level troubleshooting

issue identification

escalation workflows

internal dashboards

monitoring tools

problem diagnosis

communication

Keywords Studios

Comprehensive service provider for video games

About Keywords Studios

Keywords Studios provides a wide range of services for the video games industry, supporting the entire lifecycle of game development. Their offerings include game-ready art, marketing, game development, functional and localization testing, text and audio localization, casting, audio post-production, community management, player support, and content moderation. The company utilizes proprietary technology to enhance its end-to-end platform, allowing clients to effectively bring their game concepts to life. Unlike many competitors, Keywords Studios focuses on delivering customized solutions that cater to the specific needs and budgets of their clients. The goal of Keywords Studios is to assist game developers and publishers in creating engaging digital content that entertains, connects, and educates players.

London, United KingdomHeadquarters

1998Year Founded

$487.8MTotal Funding

IPOCompany Stage

Consumer Software, Entertainment, GamingIndustries

5,001-10,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Vacation

401(k) Company Match

401(k) Retirement Plan

Flexible Work Hours

Company Equity

Risks

Increased competition may impact Keywords Studios' market share in the gaming industry.

Integration of acquired companies could pose operational challenges and affect service quality.

Reliance on major clients like Microsoft may lead to revenue volatility.

Differentiation

Keywords Studios offers end-to-end services for the entire game development lifecycle.

The company has a global presence with over 13,000 professionals in 25+ countries.

Proprietary technology enhances Keywords Studios' platform for digital content creation.

Upsides

Acquisition of Certain Affinity expands Keywords Studios' AAA game development capabilities.

Integration with Microsoft's Community Sift boosts AI-enabled content moderation services.

Private equity interest indicates strong market confidence and strategic growth potential.

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