Keywords Studios is looking for a Player Engagement Agent fluent in Italian and English to serve as the essential link between our clients and the global gaming community. You will investigate player inquiries and deliver valuable feedback to developers, helping to reshape how players interact with their favorite games.
What You'll Do
- Deliver excellent customer support to players through ticketing, email, or chat.
- Investigate and resolve player inquiries promptly and effectively.
- Assist internal teams with project-related requests.
- Gather and deliver player feedback according to established procedures.
- Provide translations when required.
- Maintain accurate and detailed reports to keep processes streamlined.
- Ensure prompt escalation of issues following established procedures.
- Contribute to smoother support processes by creating personalized macros and contributing to the knowledge base.
- Maintain high-quality standards through the quality control 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.
What We're Looking For
- Mastery in C1-C2 level Italian proficiency.
- 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.
- 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.
- Knowledge of macros customization for streamlined responses.
- Experience with MS Office or Google Suite apps for documentation.
Nice to Have
- Previous Customer Service experience (remote or on-site/retail).
- Knowledge of community platforms like Discord or Slack.
- Passion about video games.
Technical Stack
- Helpshift/Zendesk or other CRM tools
- MS Office or Google Suite apps
Benefits & Compensation
- Remote work with all necessary equipment provided (computer, keyboard, headset, mouse).
- Option to visit the office at the Global Office Park in Katowice.
- Attractive benefits package including private medical care option, My Benefit system, Multisport card, and a subsidy for glasses.
- Employee Assistance Program with personal, legal and financial counselling services.
- Professional development opportunities (e.g., online learning platform, training sessions, open internal vacancies).
- Employee referral program.
- Unique chance to look behind the scenes of the gaming industry and collaborate with people from all over the world.
Work Mode
This is a remote position for candidates based in Europe, specifically Poland.
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.
