Player Engagement Agent (non-voice for video gaming project)

Keywords Studios; Maharashtra; On-site; INR 279,000 - 390,600; Full time

Job summary

Keywords Studios in India is seeking a Player Engagement Agent to connect clients with the gaming community. Your responsibilities will include resolving player inquiries, maintaining reports, and ensuring high-quality support through effective communication.

The ideal candidate will possess strong language proficiency and flexibility while adapting to player needs. This role offers opportunities for continuous training and growth. A passion for video games is a plus.

Qualifications

• Fluency in English at B2 level or higher is essential.
• Excellent communication skills for effective player support.
• Flexibility to adapt to various situations and player needs.
• Accountability and reliability in handling player inquiries.
• Proactivity in identifying and addressing player concerns.
• Basic troubleshooting skills for assisting players.

Responsibilities

• Deliver excellent customer support to players through various channels.
• Maintain detailed reports and escalate issues promptly.
• Take part in training sessions for skill enhancement.
• Master gameplay knowledge and assist with CRM tools.

Skills

C1-C2 level language proficiency

Excellent communication skills

Flexibility

Proactivity

Tools

Helpshift

Zendesk

MS Office

Google Suite

Job description

Role Overview

As a Player Engagement Agent, you will 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. You will work in a dynamic workspace that offers continuous growth opportunities and the chance to make a meaningful impact.

Responsibilities

• 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; gather and deliver player feedback; provide translations when required.
• Analytics – maintain accurate and detailed reports; 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 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; be familiar with Helpshift/Zendesk or other CRM tools; know how to customize macros; be experienced 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.

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.
• Knowledge of community platforms (e.g., Discord, Slack).
• Passion for video games.

Benefits

Keywords Studios is dedicated to following a well‑established Equal Opportunities Policy. We endeavor to create a workplace that 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.