LIVE CHAT SUPPORT - Player Engagement Agent (GAMING) at Keywords Studios Philippines

kozmetickesluzby.vecnakraska.sk - Jobboard; Philippines; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

Non-taxable Allowances

HMO and Life Insurance

Paid Time Offs

Annual Wellness Subsidy

Job summary

Keywords Studios in the Philippines is seeking a Player Engagement Agent for the gaming industry. You will manage player inquiries and gather feedback while maintaining high standards of service.

The role requires excellent communication skills, onsite work initially, and a passion for video games. Benefits include HMO, life insurance, and non-taxable allowances.

This permanent position offers a hybrid working pattern with opportunities for growth.

Qualifications

• Full-time availability including weekends and holidays.
• Must work onsite indefinitely before transitioning to WFH.
• Previous BPO experience is a plus.

Responsibilities

• Act as a link between clients and the gaming community.
• Investigate and resolve player inquiries promptly.
• Maintain accurate records and ensure quality standards.

Skills

Excellent communication skills

Proficiency in C1-C2 level languages

Familiarity with Helpshift/Zendesk

Basic troubleshooting skills

Passion for video games

Tools

MS Office

Google Suite

Job description

LIVE CHAT SUPPORT - Player Engagement Agent (GAMING) job at Keywords Studios. Philippines.

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.

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

• 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

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

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.

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Hybrid