Player Support Agent

1 week ago

القاهرة, Egypt Keywords Studios Full time

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**

**Requirements**:
**What are we looking for? Our PS Agent has a knack for the following skills**:
**Communication**:

- Deliver excellent customer support to players.
- 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 Arabic 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 shifting schedule and 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.

**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.
- You'll be working on **interesting projects**.
- We're proud of our **friendly and inclusive atmosphere**.
- We offer casual, fun work environment and virtual company parties.
- **We want you to grow with us**:

- **We want you to be a part of our community** - we bring the unique chance to take a look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world

**Phases of our recruitment journey**:

- 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**

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

**#imaginemore**
- ______________________________________

Role Information: EN

Studio: Keywords Studios

Location: Africa, Algeria

Area of Work: Player Engagement

Service: Engage

Employment Type: Full Time, Freelance

Working Pattern: Remote

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