Keywords Studios

Player Engagement Agent - Arabic/English - Remote

Katowice, Silesian Voivodeship, Poland

Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Video Games, GamingIndustries

About Us

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. Join us in our mission to build engaging player communities and offer outstanding experiences!

Role Overview

As a Player Engagement Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers. Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact. Level up your game and apply today!

Requirements

What are we looking for? Our PE Agent has a knack for 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.
  • Play a crucial role in gathering and delivering 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.
  • Play a part in maintaining high-quality standards through the QC process.

Leadership

  • Take part in valuable training sessions to enhance your skills and knowledge.
  • Manage your time effectively and responsibly to meet players' needs.

Business

  • Master the 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.

You'd be a great fit for this role if you have:

  • Mastery in C1-C2 level Arabic 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 (Saturday and Sunday).

Nice-to-haves:

  • Previous Customer Service experience (remote or on-site/retail) is a plus.
  • Some knowledge of the community platforms (e.g. Discord, Slack) could be an asset.
  • Passion for video games can make your job a lot more enjoyable, however it is not so crucial.

Benefits

What do we offer? Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees. We want to make sure you have everything you need to work efficiently — that’s why we offer remote work with all the necessary equipment provided, including a computer, keyboard, headset and mouse. You’ll also have the option to visit our office at the Global Office Park in Katowice! We want you to stay healthy and happy - so we offer attractive benefits.

Skills

Customer Support
Communication
Problem-Solving
Reporting
Translation
Ticketing Systems
Email Support
Chat Support
Community Management
Trust & Safety

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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