Player Engagement Support Technology Specialist

Summary

Join Keywords Studios as a Player Engagement Support Technology Specialist and play a vital role in managing and optimizing tools and systems for our Customer Service team. You will ensure platforms like Helpshift are secure and functional, supporting user provisioning and training. This position focuses on driving efficiency and delivering exceptional player experiences. We are looking for someone with 3+ years in support operations, expert-level Helpshift proficiency, and advanced spreadsheet skills. A Bachelor's degree in a related field is required. Keywords Studios offers a comprehensive benefits package including paid time off that increases with tenure, full remote work options, a monthly allowance, and learning and development opportunities.

Requirements

• Minimum of 3+ years in support operations, with a strong understanding of KPIs and operational workflows
• Expert-level proficiency in Helpshift
• Advanced skills in spreadsheets, pivot tables, reports, and tables
• Basic SQL and data analytics proficiency - able to read, understand and make minor modifications to existing queries
• Experience managing tools within customer support ecosystems, including LMS, QMS, and Knowledge Base operations
• Proficiency in Google Suite, MS Office, and reporting tools such as Data Studio and PowerBI, as well as project management tools
• Skilled in breaking down work tasks, organizing workflows and facilitating effective collaboration with stakeholders for project management
• Ability to work autonomously while considering all users as part of an extended team
• Strong focus on player satisfaction, with agent focus as a key success predictor
• Bachelor’s degree in Business Administration, Information Technology, or a related field

Responsibilities

• Manage and optimize tools and systems that empower the Customer Service team
• Ensure platforms like Helpshift, player databases, and knowledge base tools are secure, functional, and aligned with operational needs
• Oversee system performance
• Support user provisioning, training, and ensure process adherence
• Drive efficiency and deliver exceptional player experiences
• Take initiative to identify issues and opportunities for improvement within the project setup, driving enhancements without prompting
• Be accountable for the repository of the user organization, including date joined, ID, direct manager, and role, which represents the org chart essential for tool functionality
• Research technology improvements that enhance user experience, misuse/fraud prevention, security, efficiency, and quality
• Regularly update and maintain the Helpshift Help Centre and workflows to ensure automation processes run smoothly and efficiently
• Manage user access, group, and queue assignments based on the project roster
• Administer tools like LMS, QMS, and Knowledge Base to ensure they are correctly set up and maintained
• Clearly articulate ideas and feedback to team members and stakeholders, fostering open dialogue and collaboration
• Collaborate with the client’s development team and vendor(s) for the CS admin tool’s feedback collection and cascading release notes
• Ensure users have the basic information to access and use the tools as intended, including collaborating with operations to supply training materials or participating in onboarding and refreshers directly
• Oversee the provisioning and updating of user information, including facilitating onboarding and collaborating on training initiatives
• Understand the service mindset, ensuring alignment with business objectives and player satisfaction goals

Preferred Qualifications

Relevant certifications in Helpshift

Benefits

• Paid Time Off that Grows with You: 21 days of paid time off per year, increasing by one day every two years, up to 26 days. Leadership roles start with 25 days and can reach 28 days
• Days off for special personal occasions, including marriage, childbirth, compassionate leave, and time off to pursue professionally relevant certifications
• Full Remote Work Option
• Monthly Allowance of 750 RON, increasing to 900 RON after two years. Allowance can be used for medical and dental services, sports clubs, meal tickets, private pension contributions, personal development courses, tourism, transportation, gifts, utilities, and cultural events
• Access to comprehensive training and digital resources through Learning & Development programs