FOR POOLING ONLY - BACOLOD - Player Engagement Agent (gaming and non-voice) at Keywords Studios

Bacolod, Western Visayas, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Gaming, Video GamesIndustries

Requirements

Mastery in C1-C2 level language proficiency, with English at 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 proactively
Proficiency in navigating knowledge bases for efficient support
Basic troubleshooting skills to assist players with technical challenges
Availability for full-time work, including weekends and holidays, and on different time zones as needed
Nice-to-haves: Previous Customer Service experience or any relevant experience in a BPO setting
Nice-to-haves: Some knowledge of community platforms or ticketing tools (e.g., Discord, Slack, Zendesk, Helpshift, etc.)
Nice-to-haves: Passionate about video games

Responsibilities

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
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
Play a part in maintaining high-quality standards through the QC process
Take part in valuable training sessions to enhance skills and knowledge
Manage time effectively and responsibly to meet players' needs
Master the gameplay knowledge of products to serve players better
Use 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

Skills

Key technologies and capabilities for this role

Customer SupportTicketingEmail SupportChat SupportPlayer EngagementCommunity ManagementGaming

Questions & Answers

Common questions about this position

What is the work arrangement for this Player Engagement Agent role?

The role is hybrid, with new hires required to report onsite during onboarding and training at ESJ Building in Bacolod City, then transitioning to a WFH setup, though all team members must report onsite based on business needs like client visits or project requirements.

What salary can I expect for this position?

This information is not specified in the job description.

What key skills are required for the Player Engagement Agent role?

Key skills include excellent communication for customer support and resolving inquiries via ticketing, email, or chat; analytics for maintaining reports and quality control; leadership in training and time management; business acumen with gameplay knowledge; and familiarity with CRM tools like Helpshift/Zendesk and MS Office or Google Suite.

What is the company culture like at Keywords Studios?

Keywords Studios offers a dynamic workspace with continuous growth opportunities, a global team of over 12,000 professionals across 70+ studios in 26 countries, and a focus on building engaging player communities in the gaming industry.

What makes a strong candidate for this Player Engagement Agent position?

Strong candidates demonstrate excellent communication skills for player support, analytical abilities for reporting and QC, leadership through training participation and time management, deep gameplay knowledge, and hands-on experience with CRM tools like Helpshift/Zendesk and office suites.

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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