Player Support Agent

Summary

Join Keywords Studios as a Player Support Agent and become the vital link between our clients and the gaming community. You will investigate and respond to player inquiries, provide feedback to developers, and contribute to a positive player experience. This role offers a dynamic work environment, growth opportunities, and the chance to make a meaningful impact. We are looking for someone with excellent communication and analytical skills, proficiency in Spanish and English, and a passion for problem-solving. The position is primarily remote after an initial three-week on-site training period in Katowice, Poland. Keywords Studios offers a comprehensive benefits package, including remote work options, private medical care, professional development opportunities, and a fun and engaging work environment.

Requirements

• Mastery in C1-C2 level Spanish 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 (Saturday and Sunday)
• 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
• Flexibility with shifting schedule and working weekends

Responsibilities

• 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
• 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
• Take part in valuable training sessions to enhance your skills and knowledge
• Manage your time effectively and responsibly to meet players' needs
• Master the gameplay knowledge of our products to serve players better

Preferred Qualifications

• Previous Customer Service experience (remote or on-site/retail) is a plus
• 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

Benefits

• We propose an employment contract
• We offer remote work (with the exception of the 3 weeks of the onsite training) with necessary equipment and the possibility of visiting our brand-new office at the Global Office Park in Katowice!
• Attractive benefits package including: private medical care option, MyBenefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services
• Professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates
• Employee referral program
• Company parties with delicious food and lots of attractions at Global Office Park
• Plenty of activities, competitions and even gaming tournaments for employees with awards + occasional company gifts!
• Unique chance to take a look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world!