NOTE THAT THIS ROLE REQUIRES WORKING ONSITE INDEFINITELY. THE LIVE CHAT SUPPORT TEAM WILL PARTNER WITH A BIG NAME IN THE VIDEO GAME INDUSTRY AND WILL MANAGE A NEW LINE OF BUSINESS. THE TEAM WILL TRANSITION TO A WORK-FROM-HOME SETUP UPON CONFIRMATION OF THE PROJECT HEAD.
If you are an internal resource waiting to be redeployed to another project, please do not apply via this posting as your profile will be lined up for review.
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! 🚀🔥
What are we looking for? Our PE Agent has a knack for the following skills:
Communication:
Analytics:
Leadership:
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 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, and on different time zones as needed.
Able to work onsite for an indefinite period (role will eventually transition to WFH).
Previous BPO experience supporting a live chat environment (plus if you have experience handling 3 chat concurrencies) - must have!
You have some knowledge of the community platforms (e.g. Discord, Slack) - this could be an asset.
You are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial. Familiarity in PC and console platforms is an advantage!
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.
Benefits:
Phases of our recruitment journey:
Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.
That would be it from us - now we are waiting for your move!
#imaginemore
_ By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at . _
Role Information: EN
Studio: Keywords Studios
Location: Asia Pacific, Philippines
Area of Work: Player Engagement
Service: Engage
Employment Type: Permanent
Working Pattern: Hybrid
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