FOR POOLING: Player Engagement Agent (non-voice) at Keywords Studios

Pasig, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

GamingIndustries

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
Nice-to-haves: Previous Customer Service experience or any relevant experience in a BPO setting
Nice-to-haves: Some knowledge of community platforms (e.g., Discord, Slack)
Nice-to-haves: Passion 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

Skills

Key technologies and capabilities for this role

Customer SupportTicketingEmailChatPlayer FeedbackTranslationsCommunity ManagementGaming

Questions & Answers

Common questions about this position

Is this role fully remote or onsite?

New hires must report onsite during onboarding and training, with possible transition to WFH depending on business needs, but all team members are required to report onsite based on business needs like client visits or project requirements.

What language proficiency is required for this role?

Mastery in C1-C2 level language proficiency is required, with English at B2 level or higher.

What key skills are needed for the Player Engagement Agent position?

Key skills include excellent communication for player support, analytics for reporting and issue escalation, leadership through training and time management, business knowledge of gameplay and tools like Helpshift/Zendesk, MS Office or Google Suite, plus flexibility to adapt.

What is the company culture like at Keywords Studios?

The company 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 role?

A strong candidate has mastery in C1-C2 level language proficiency with English at B2+, excellent communication skills, flexibility to adapt, and familiarity with support tools like Helpshift/Zendesk and MS Office/Google Suite.

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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