Player Support Specialist - Non-Voice (Gaming)

Keywords Studios Manila; Murcia; On-site; PHP 357,000 - 469,000; Full time

Benefits offered by this job

Non-taxable Allowances

HMO and Life Insurance

Paid Time Offs

Annual Wellness Subsidy

Job summary

Keywords Studios Manila is seeking a Player Engagement Agent to act as the essential link between clients and the gaming community. You will respond to players’ questions with prompt, quality support and relay feedback to developers from our Bacolod-area office.

Responsibilities include investigating inquiries via ticketing, email, or chat, translating when needed, and coordinating with internal teams to ensure smooth collaboration.

Qualifications

• 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, across time zones.

Responsibilities

• 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.
• Maintain accurate and detailed reports to keep processes streamlined.
• Escalate issues promptly following established procedures.
• Contribute to smoother support processes with macros and knowledge base.

Skills

Customer support

Ticketing

CRM tools

Knowledge base

Translations

Tools

Zendesk

Helpshift

MS Office

Google Suite

Job description

Keywords Studios Manila is seeking a Player Engagement Agent to act as the essential link between clients and the gaming community. You will respond to players’ questions with prompt, quality support and relay feedback to developers from our Bacolod-area office.

Responsibilities include investigating inquiries via ticketing, email, or chat, translating when needed, and coordinating with internal teams to ensure smooth collaboration.