For Pooling: Live Chat Support (NON-VOICE and GAMING) PERMANENT ONSITE

About the Position

For Pooling: Live Chat Support (NON-VOICE and GAMING) PERMANENT ONSITE

This role requires full onsite work and will be supporting live chat services for a video game client. All PH-based team members are required to report onsite based on company directives. We do not offer a permanent WFH setup.

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! 🎮🔥

Responsibilities

As a Player Engagement Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include:

• Delivering excellent customer support to players.
• Investigating and resolving player inquiries promptly through ticketing, email, or chat.
• Assisting internal teams with project-related requests, ensuring smooth collaboration.
• Playing a crucial role in gathering and delivering player feedback according to established procedures.
• Providing translations when required to ensure seamless communication.
• Maintaining accurate and detailed reports to keep processes streamlined.
• Ensuring prompt escalation of issues following established procedures.
• Contributing to smoother support processes with personalized macros and knowledge base.
• Playing a part in maintaining high-quality standards through the QC process.
• Taking part in valuable training sessions to enhance your skills and knowledge.
• Managing your time effectively and responsibly to meet players' needs.
• Mastering 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.

Requirements

• 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.
• Previous BPO experience supporting a live chat environment (advantage if experience is handling 3 chat concurrencies) - must have!
• Knowledge of community platforms (e.g. Discord, Slack) - this could be an asset.
• Passion for 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!

We Offer

• Non-taxable Allowances
• HMO and Life Insurance
• Paid Time Offs
• Annual Wellness Subsidy

About the Company

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.

Application Process

1. Submit your application with your updated resume.
2. Complete our online language assessment to evaluate your written skills.
3. Await evaluation of your language test (48-72 hours).
4. If successful, participate in an online interview via MS Teams.
5. Potential second interview with a Team Lead or Operations Manager.
6. Receive an offer and become a new Keywordian!

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