Player Support Agent

Employment Type: Full-time Location Type: Remote Salary: Not Specified

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Position Overview

Since 1998, Keywords Studios has 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 offer a wide range of solutions to video game developers and publishers, including art, audio, testing, localization, and Player Engagement. Player Engagement 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 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.

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Requirements

Key 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.
• Analytics:
  • Maintain accurate and detailed reports.
  • Ensure prompt escalation of issues following established procedures.
  • Contribute to smoother support processes with personalized macros and knowledge base.
  • Participate in the Quality Control (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.
  • Familiarity with Helpshift/Zendesk or other CRM tools.
  • Knowledge of macros customization.
  • Experience with MS Office or Google Suite apps.

Ideal Candidate Profile:

• Mastery in C1-C2 level Brazilian Portuguese proficiency.
• English proficiency 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.
• 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.

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Responsibilities

• Investigate and respond to player inquiries promptly and professionally.
• Provide technical support and community management for players.
• Gather and relay player feedback to internal teams.
• Collaborate with internal teams to ensure smooth project operations.
• Maintain accurate documentation and reports.
• Escalate issues as per established procedures.
• Contribute to improving support processes.

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Benefits

• Employment contract.
• Remote work with necessary equipment provided.
• Opportunity to visit a brand-new office at the Global Office Park in Katowice.
• Keywords Studios is dedicated to following a well-established Equal Opportunities Policy, endeavoring to create a workplace that provides equal opportunities for all employees and potential employees.

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Application Instructions

Please apply to be considered for this role.