For Pooling: Live Chat Support (NON-VOICE and GAMING) PERMANENT ONSITE

Keywords Intl1; Pasig; On-site; PHP 260,000 - 380,000; Full time

Benefits offered by this job

Non-taxable Allowances

HMO and Life Insurance

Paid Time Offs

Annual Wellness Subsidy

Job summary

Keywords Studios, Asia Pacific region, Philippines, is seeking a Player Engagement Agent to bridge our clients and the gaming community. You will deliver prompt, quality responses to players' questions via live chat and email while gathering valuable feedback for developers.

This permanent onsite role requires strong English proficiency, familiarity with CRM tools, and the ability to work across weekends and holidays. Join a global team supporting AAA and indie studios.

Qualifications

• Mastery in English at C1–C2 level; strong communication skills.
• Experience in live chat customer support for gaming clients.
• Available for full-time onsite work including weekends/holidays.
• Familiarity with community platforms (Discord, Slack) is a plus.
• Ability to navigate knowledge bases for efficient support.

Responsibilities

• Respond to players' inquiries promptly via chat, email, or ticketing.
• Investigate issues and provide clear feedback to developers.
• Translate and adapt communications to ensure seamless support.
• Maintain accurate reports and escalate issues per procedures.
• Contribute to team knowledge base and macros optimization.

Skills

Customer support

English proficiency

Time management

Proactive

Tools

Helpshift

Zendesk

Discord

Slack

Job description

This role requires full onsite work and will be supporting live chat services for a video game client.

All PH-based team members are required to report onsite based on company directives. We do not offer a permanent WFH setup.

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, 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 (advantage if experience is 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

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: Onsite