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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 Support 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! 🚀🔥

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:

  • Paid Time Off that Grows with You: Kickstart your journey with us with 21 days of paid time off per year, in line with industry standards. As a testament to your dedication and long-term commitment, you'll earn an extra day of paid time off for every two years you spend with us, allowing you to enjoy up to 26 days of paid time off per year. Leadership roles enjoy additional vacation days, starting with 25 days annually and gaining an extra day for every two years, reaching a maximum of 28 days per year to ensure a healthy work environment.

  • Supporting You in Life's Key Moments: We understand the importance of life's significant events. That's why we offer days off for special personal occasions, including marriage, childbirth, compassionate leave, and time off to pursue professionally relevant certifications.

  • Full Remote Work Option: In line with our commitment to providing a flexible and supportive work environment, we offer the option of full remote work. You can choose to work from the comfort of your home while enjoying all the benefits of being part of the Keywords Studios team.

  • Monthly Allowance of 750 RON, Growing with Loyalty: You'll receive a flexible benefits monthly allowance of 750 RON, which can be personalized to suit your needs using the Benefits online platform. As a token of our appreciation for your loyalty, on your two-year work anniversary with us, your monthly allowance will increase to 900 RON. This allowance can be used for a wide range of benefits, such as medical and dental services for you and your family members, access to sports clubs, meal tickets, private pension contributions, personal development courses (e.g., IT, accounting, finance, HR, foreign languages, and driving courses), exploring Romania's tourism, public transportation subscriptions, special gifts, utility or phone/Internet bills, and access to cultural events.

  • Unlock Your Potential with Learning & Development: We believe in empowering our team members to reach their true potential. That's why we provide access to comprehensive training and digital resources tailored to your area of expertise through our Learning & Development programs.

Phases of our recruitment journey:

  • You send us your application with your updated resume.

  • After reviewing your candidacy, we invite you to our online language assessment (Japanese and English) to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation and keep your phone close!

  • Once you submit your test, the assessment will take approximately several days to be evaluated.

  • If you successfully pass the test - we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with a Team Lead or an Operations Manager.

  • At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

Experience & Requirements

What are we looking for? Our PS 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.

You'd be a great fit for this role if you have:

  • Mastery in C1-C2 level Japanese 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 (Saturday and Sunday).

Nice-to-haves:

  • Previous Customer Service experience (remote or on-site/retail) is a plus.

  • 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.