Live Chat Support for Video Game Project (Permanent Onsite)

Please note that this role requires onsite work.The Live Chat Support team will be partnering with a major name in the video game industry and will manage the live chat line of business.If you are an internal resource currently waiting to be redeployed to another project, please do not apply via this posting, as your profile will already be lined up for review.If you are an internal employee who has previously referred someone for a Player Engagement Agent role and has not yet been processed, please re-upload your referral here. Referrals without an attached CV will not be processed.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 OverviewAs 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 playersInvestigate and resolve player inquiries promptly through ticketing, email, or chatAssist internal teams with project-related requests, ensuring smooth collaborationPlay a crucial role in gathering and delivering player feedback according to established proceduresProvide translations when required to ensure seamless communicationAnalytics:Maintain accurate and detailed reports to keep processes streamlinedEnsure prompt escalation of issues following established proceduresContribute to smoother support processes with personalized macros and knowledge basePlay a part in maintaining high-quality standards through the QC processLeadership:Take part in valuable training sessions to enhance your skills and knowledgeManage your time effectively and responsibly to meet players' needsBusiness:Master the gameplay knowledge of our products to serve players betterFamiliarity with Helpshift/Zendesk or other CRM tools for seamless supportKnowledge of macros customization for streamlined responsesExperience with MS Office or Google Suite apps for documentationRequirementsYou'd be a great fit for this role if you have:Mastery in C1-C2 level language proficiency, with English at B2 level or higherExcellent communication skills for effective player supportFlexibility to adapt to various situations and player needsAccountability and reliability in handling player inquiries and issuesProactivity in identifying and addressing player concerns proactivelyProficiency in navigating knowledge bases for efficient supportBasic troubleshooting skills to assist players with technical challengesAvailability for full-time work, including weekends and holidays, and on different time zones as neededAble to work onsite for an indefinite period (role will eventually transition to WFH)Previous BPO experience supporting a live chat environment (plus if you have experience handling 3 chat concurrencies) - must have!You have some knowledge of the community platforms (e.g. Discord, Slack) - this could be an assetYou are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial. Familiarity in PC and console platforms is an advantage!BenefitsWhat 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:Non-taxable AllowancesHMO and Life InsurancePaid Time OffsAnnual Wellness Subsidy Phases of our recruitment journey:You send us your application with your updated resumeAfter reviewing your candidacy, we invite you to our online language assessment and typing test 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. Note that our language test is an integral part of the recruitment process and requires mastery in C1-C2 level language proficiency, with English at B2 level or higher. Check your inbox to find the test invitation and keep your phone close!Once you submit your test, the assessment will take approximately 48-72 hours to be evaluated. Please take into consideration that our certified language assessors evaluate a huge volume of language tests on a daily basis. Talent Acquisition will send an update via email once the results are availableIf 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. Please join via a computer as you might be required to take a typing test on the spotAt 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!#imaginemoreBy providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.Role Information: ENStudio: Keywords StudiosLocation: Asia Pacific, PhilippinesArea of Work: Player EngagementService: EngageEmployment Type: PermanentWorking Pattern: In-office