Player Support Agent - Remote

Employment Type: Contract Location Type: Remote

Position Overview

Since 1998, Keywords Studios has been dedicated to reshaping how players interact with their favorite games. We are a global team of over 12,000 professionals spread across 70+ studios in 26 countries, offering a wide range of solutions from art and audio to testing, localization, and Player Engagement. Our Player Engagement team provides technical support, community management, and trust & safety services for AAA and Indie studios in the gaming industry. Join us in our mission to build engaging player communities and offer outstanding experiences!

As a Player Support Agent, you will be the essential link between our clients and the gaming community. Your responsibilities will include investigating and delivering prompt, quality responses to player questions, and providing valuable feedback to our developers. Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact.

What We're Looking For

Our Player Support Agents possess the following skills:

Communication

• Deliver excellent customer support to players.
• Investigate and resolve player inquiries promptly through ticketing, email, or chat.
• Assist internal teams with project-related requests, ensuring smooth collaboration.
• Gather and deliver player feedback according to established procedures.
• Provide translations when required to ensure seamless communication.

Analytics

• Maintain accurate and detailed reports to keep processes streamlined.
• Ensure prompt escalation of issues following established procedures.
• Contribute to smoother support processes with personalized macros and knowledge base.
• Participate in the QC process to maintain high-quality standards.

Leadership

• Participate in valuable training sessions to enhance skills and knowledge.
• Manage time effectively and responsibly to meet player needs.

Business

• Master gameplay knowledge of our products to serve players better.
• Familiarity with Helpshift/Zendesk or other CRM tools for seamless support.
• Knowledge of macros customization for streamlined responses.
• Experience with MS Office or Google Suite apps for documentation.

Ideal Candidate Profile

• Mastery in C1-C2 level English language proficiency.
• Japanese language proficiency at JLPT N2 (B2) level or higher.
• Excellent communication skills for effective player support.
• Flexibility to adapt to various situations and player needs.
• Accountability and reliability in handling player inquiries and issues.
• Proactivity in identifying and addressing player concerns.
• Proficiency in navigating knowledge bases for efficient support.
• Basic troubleshooting skills to assist players with technical challenges.
• Availability for full-time work, including weekends (Saturday and Sunday).

Nice-to-Haves

• Previous Customer Service experience (remote or on-site/retail).
• Knowledge of community platforms (e.g., Discord, Slack).
• Passion for video games (enhances job enjoyment but not crucial).

What We Offer

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy, striving to create a workplace that provides equal opportunities for all employees and potential employees.

Recruitment Journey Phases

1. Application Submission: Send us your application with your updated resume.
2. Online Interview: If your candidacy is reviewed positively, you will be invited to an online interview via MS Teams with one of our Talent Acquisition Specialists. This is an opportunity to exchange questions and get to know each other better.
3. Further Steps: If the interview outcome is positive, you will be invited to our online...