Keywords Studios is looking for a Player Engagement Agent to serve as the essential link between our clients and the gaming community. In this remote role, you will provide outstanding support to players while collaborating with internal teams to improve the gaming experience.
What You'll Do
- 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.
- Gather and deliver 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.
- Maintain 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.
What We're Looking For
- Mastery in C1-C2 level Portuguese 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 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).
Nice to Have
- Previous Customer Service experience (remote or on-site/retail).
- Knowledge of community platforms (e.g., Discord, 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 our office at the Global Office Park in Katowice.
- Private medical care option.
- My Benefit system.
- Multisport card.
- Subsidy for glasses.
- Employee Assistance Program with personal, legal and financial counselling services.
- Professional development opportunities (e.g., online learning platform, training sessions).
- Open vacancies exclusively for internal candidates.
- Employee referral program.
Work Mode
This is a remote position based in Europe, 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.
