Non-Voice Customer Support Agent - Gaming Account | Bacolod

Keywords Studios; Mabuni; 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 is looking for a Player Engagement Agent to enhance the gaming community experience. In this role, you will manage communication with players, investigate inquiries, and facilitate feedback to developers. Excellent customer service skills and a passion for gaming are essential.

This position offers full-time work with non-taxable allowances, HMO and Life Insurance, and annual wellness subsidies. Successful candidates will work onsite in Bacolod City, Philippines.

Qualifications

• Mastery in C1-C2 level language proficiency, including English at B2 level or higher.
• Excellent communication skills for effective player support.
• Flexibility to adapt to various player needs and situations.

Responsibilities

• Deliver excellent customer support to players through various channels.
• Investigate and resolve player inquiries promptly.
• Maintain detailed reports and escalate issues when necessary.

Skills

Excellent customer support

Communication

Time management

Basic troubleshooting

Tools

Helpshift

Zendesk

MS Office

Google Suite

Job description

*New hires are required to report onsite. The temporary office is located at VSB Building, 7th St, Bacolod City, 6100.

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. Level up your game and apply today!

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.

Nice-to-haves

• Previous Customer Service experience or any relevant experience in a BPO setting
• Experience handling emails or live chat
• You have some knowledge of the community platforms or ticketing tools (e.g. Discord, Slack, Zendesk, Helpshift, etc.) - 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

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

Equal Opportunities

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.

Job Details

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: In Office