Player Engagement Agent for a Seasonal Project

PLEASE READThis is for a seasonal project of 3 months (September to December). All hires will be under a fixed-term contract with the possibility of absorption to a permanent role.The role will offer a completion bonus at the end of the project (subject to project guidelines). Note that this might be removed should there be sudden changes to the employment term. Further details to this will be discussed during your interview with Talent Acquisition.The role requires candidates to work fully onsite for the whole duration of the contract.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 overviewAs 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: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.BenefitsWhat 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:Non-taxable AllowancesCompletion Bonus - subject to project guidelinesGovernment Mandated Benefits + prorated 13th month payPhases of our recruitment journey (note that some of the steps might interchange depending on business needs):You send us your application with your updated resume.After reviewing your candidacy, we invite you to our online language assessment to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Note that our language test is an integral part of the recruitment process and requires mastery in C1-C2 level language proficiency, with English at B2 level or higher. Check your inbox to find the test invitation and keep your phone closeOnce you submit your test, the assessment will take approximately 48-72 hours to be evaluated. Please take into consideration that our certified language assessors evaluate a huge volume of language tests on a daily basis. Talent Acquisition will send an update via email once the results are available.If you successfully pass the test - we'll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It's a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with a Team Lead or an Operations Manager.At the end of our journey - hopefully you will receive an offer and become our new KeywordianOur 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#imaginemoreBy 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 athttps://www.keywordsstudios.com/en/applicant-privacy-notice.Experience & RequirementsYou'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.Nice-to-haves:Previous Customer Service experience or any relevant experience in a BPO settingProven experience managing a live chat environment with up to 3 concurrent chatsYou 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.

Whatever the scale of your project, whatever the timeframe, whatever your location: we deliver the unified solutions you need. Partner with us today.

We provide creative services to the global video games industry and beyond through our end-to-end platform, supercharged by our own technology. Our goal is to help you imagine more for your IP, bringing to life digital content that entertains, connects, and educates people worldwide.

Established in 1998, we are a team of over 13,000 based across more than 70 studios in 25+ countries. We provide game-ready art, marketing services, game development, testing, localization, audio, community management, player support, and everything else you need across your entire game lifecycle.