CSR (non-voice for video gaming project) - PUNE

Keywords Intl1; Pune District; Hybrid; INR 688,000 - 1,032,000; Full time

Job summary

Keywords Studios is seeking a Player Engagement Agent to serve as the vital link between our clients and the gaming community. You will investigate and deliver prompt, quality responses to players, while providing feedback to our developers and translating when required.

The role demands strong English language skills (C1-C2) and excellent communication. This is a contract position with onsite onboarding and a potential transition to a WFH setup based on business needs.

Qualifications

• Proficiency in English at B2 level or higher and C1-C2 language proficiency.
• Excellent communication skills for effective player support.
• Flexible to adapt to varying situations and player needs.
• Accountability and reliability in handling inquiries and issues.
• Proactive in identifying and addressing player concerns.
• Ability to navigate knowledge bases for efficient support.
• Basic troubleshooting skills for technical challenges.
• Availability for full-time work, including weekends and holidays.

Responsibilities

• Respond to players promptly via ticketing, email, or chat.
• Investigate and resolve player inquiries with quality responses.
• Provide feedback to internal teams and developers.
• Assist with translations to ensure smooth communication.
• Maintain and utilize knowledge bases and macros to streamline support.
• Contribute to high-quality support standards and QC processes.

Skills

C1-C2 language

English B2+

Communication

Flexibility

Accountability

Proactivity

Knowledge base navigation

Troubleshooting

Weekend/holiday availability

Tools

Helpshift/Zendesk

MS Office/Google Suite

Job description

Note:

• This role will be hired under Helpshift, a Keywords Technology. Your employment contract and payroll will be under the Helpshift entity.
• This is a contract role of 4 months (Contract duration is currently being finalized and might be changed to 6 months).
• New hires are required to work fully onsite during the onboarding and training period and may transition to a WFH setup based on business needs. Please note that onsite work is determined by company directives.
  

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.

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.

Nice-to-haves:

• Previous Customer Service experience or any relevant experience in a BPO setting
• Similar experience in Email or Live Chat Support is an advantage.
• 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

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.

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status

Phases of our recruitment journey (steps may interchange depending on need):

• 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 Google Meet with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. If you pass, there will be a second interview with a Team Lead or an Operations Manager.
• At the end of our journey - hopefully you will receive an offer and become our new team member!

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.

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 https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Hybrid