Player Engagement Agent - Brazilian Portuguese/English - Remote

Katowice, Silesian Voivodeship, Poland

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Video Games, GamingIndustries

Requirements

Candidates must possess C1-C2 level Brazilian Portuguese proficiency and B2 level or higher English proficiency. Excellent communication skills, flexibility, accountability, reliability, proactivity, and proficiency in knowledge base navigation are essential. Basic troubleshooting skills and availability for full-time work, including weekends, are required. Familiarity with Helpshift/Zendesk or other CRM tools, MS Office or Google Suite apps, and knowledge of macro customization are also necessary. Previous customer service experience and knowledge of community platforms like Discord or Slack are considered advantageous.

Responsibilities

The Player Engagement Agent will act as a liaison between clients and the gaming community, investigating and responding promptly to player inquiries via ticketing, email, or chat. They will provide valuable feedback to developers, assist internal teams, and perform translations when needed. Responsibilities also include maintaining accurate reports, escalating issues according to procedures, contributing to support process improvements, and participating in quality control processes. Agents are expected to master gameplay knowledge of client products to better serve players.

Skills

Customer Support

Ticketing Systems

Email Support

Chat Support

Collaboration

Feedback Gathering

Translation

Reporting

Issue Escalation

Knowledge Base Management

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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