Support Bar Analyst at Keywords Studios

Singapore

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Gaming, TechnologyIndustries

Requirements

Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment
Strong knowledge of first and second line support operations
Strong knowledge of ServiceNow and industry trends
Excellent relationship building skills
Ability to work in a matrix management environment
Proven work experience in a customer service or Helpdesk role
Excellent communication and active listening skills with a customer-first mindset
Ability to operate effectively in a dynamic, fast-paced environment and multitask effectively
Ability to learn quickly and adapt to new software applications and technologies
Excellent problem-solving and conflict resolution skills
Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders

Responsibilities

Act as front line support for local and/or time zone based employees
Serve as the main point of contact for our customers via email, walk ups, and chat support
Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services
Utilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints
Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution
Collaborate with other teams to identify and resolve technical issues
Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows
Identify and escalate issues requiring urgent attention to the appropriate parties
Ensure SLAs are met and that our internal users are provided with an exceptional user experience
Ensure that all IT assets in the local office are managed and maintained to a high standard
Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management
Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization

Skills

Key technologies and capabilities for this role

IT SupportService DeskTicketing SystemsTroubleshootingCustomer ServiceSLAsHelpdeskAsset ManagementEmail SupportChat Support

Questions & Answers

Common questions about this position

Is this role remote or hybrid?

The position is hybrid.

What salary or compensation does this role offer?

This information is not specified in the job description.

What key skills are required for this Support Bar Analyst role?

Required skills include strong knowledge of first and second line support operations, strong knowledge of ServiceNow, excellent communication and active listening skills, and excellent problem-solving and conflict resolution skills.

What is the work environment like at Keywords Studios?

The role is in a fast-paced and dynamic environment, involving matrix management and collaboration with global teams and senior leaders to foster innovation and continuous improvement.

What makes a strong candidate for this position?

Candidates with global experience in business services or video games development, proven Helpdesk experience, a customer-first mindset, and the ability to thrive in a dynamic environment stand out.

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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