Non-Voice Customer Support Agent - Gaming Account | Bacolod

Keywords Studios Plc.; Bacolod; On-site; PHP 334,800 - 446,400; Full time

Benefits offered by this job

Non‑taxable allowances

HMO and life insurance

Paid time off

Annual wellness subsidy

Job summary

Keywords Studios Plc. is seeking a Player Engagement Agent in Bacolod, Philippines. This role involves addressing player inquiries, providing feedback to developers, and using tools like Zendesk for customer support.

You will need excellent communication skills and adaptability to different player needs. Benefits include non-taxable allowances, HMO and life insurance, plus paid time off.

Qualifications

• C1 to C2 mastery in a language with English at B2 or higher.
• Experience handling player inquiries in a customer service setting.
• Availability for full-time work including weekends and holidays.

Responsibilities

• Deliver excellent customer support to players.
• Investigate and resolve player inquiries promptly.
• Maintain accurate reports to streamline support processes.

Skills

Mastery in C1‑C2 level language proficiency

Excellent communication skills

Basic troubleshooting skills

Flexibility to adapt

Tools

Helpshift/Zendesk or CRM tools

MS Office or Google Suite

Job description

Location & Reporting: New hires are required to report onsite at the temporary office located at VSB Building, 7th St, Bacolod City, 6100.

Since 1998, we have reshaped how players interact with their favorite games, growing into a global team of over 12,000 professionals across 70+ studios in 26 countries.

We support video game developers and publishers with services from art and audio to testing, localization and player engagement. Player Engagement provides technical support, community management, and trust & safety services for AAA and Indie studios.

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 providing prompt, high-quality responses to players' questions, and delivering valuable feedback to our developers. Join our team for continuous growth opportunities and the chance to make a meaningful impact.

Key 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, ensuring smooth collaboration.
  • Gather and deliver player feedback according to established procedures.
  • Provide translations when required.
• 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.
  • Maintain high-quality standards through the QC process.
• Leadership:
  • Participate in training sessions to enhance skills and knowledge.
  • Manage time effectively and responsibly to meet players' needs.
• Business:
  • Master gameplay knowledge of our products to serve players better.
  • Familiarity with Helpshift/Zendesk or other CRM tools.
  • Knowledge of macro customization for streamlined responses.
  • Experience with MS Office or Google Suite for documentation.

Your Fit for this Role

• 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.
• Proficiency in navigating knowledge bases for efficient support.
• Basic troubleshooting skills to assist players with technical challenges.
• Availability for full‑time work, including weekends, holidays, and different time zones as needed.

Nice‑to‑haves

• Previous customer service experience or relevant experience in a BPO setting.
• Experience handling emails or live chat.
• Knowledge of community platforms or ticketing tools (e.g., Discord, Slack, Zendesk, Helpshift).
• Passion for video games.

Benefits

• Non‑taxable allowances
• HMO and life insurance
• Paid time off
• 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.