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LIVE CHAT SUPPORT - Player Engagement Agent (GAMING) ID-13580

NOTE THAT THIS ROLE REQUIRES WORKING ONSITE INDEFINITELY. THE LIVE CHAT SUPPORT TEAM WILL PARTNER WITH A BIG NAME IN THE VIDEO GAME INDUSTRY AND WILL MANAGE A NEW LINE OF BUSINESS. THE TEAM WILL TRANSITION TO A WORK-FROM-HOME SETUP UPON CONFIRMATION OF THE PROJECT HEAD.

If you are an internal resource waiting to be redeployed to another project, please do not apply via this posting as your profile will be lined up for review.

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If you are an internal who has referred for a previous Player Engagement Agent job posting and hasn't been processed yet, please re-upload your referral here. Referrals without an attached CV will not be processed. Please take note that this job posting has different qualifications from our usual PE Agent role.

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! 🎮🔥

Role overview

As a Player Engagement Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers. Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact. Level up your game and apply today! 🚀🔥

What are we looking for? Our PE Agent has a knack for the following skills:

Communication:

  • 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.

Analytics:

  • 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.

Leadership:

  • Take part in valuable training sessions to enhance your skills and knowledge.
  • Manage your time effectively and responsibly to meet players' needs.

Business:

  • Master 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

You'd be a great fit for this role if you have:

  • 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.

  • Able to work onsite for an indefinite period (role will eventually transition to WFH).

  • Previous BPO experience supporting a live chat environment (plus if you have experience handling 3 chat concurrencies) - must have!

  • 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. Familiarity in PC and console platforms is an advantage!

Benefits

What do we offer?

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.

Benefits:

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

Phases of our recruitment journey:

  • You send us your application with your updated resume.
  • After reviewing your candidacy, we invite you to our online language assessment to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Note that our language test is an integral part of the recruitment process and requires mastery in C1-C2 level language proficiency, with English at B2 level or higher. Check your inbox to find the test invitation and keep your phone close!
  • Once you submit your test, the assessment will take approximately 48-72 hours to be evaluated. Please take into consideration that our certified language assessors evaluate a huge volume of language tests on a daily basis. Talent Acquisition will send an update via email once the results are available.
  • If you successfully pass the test - we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with a Team Lead or an Operations Manager. Please join via a computer as you might be required to take a typing test on the spot.
  • At the end of our journey - hopefully you will receive an offer and become our 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

_ By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at  . _

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Hybrid

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1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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