Since 1998, weve 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.

Role Overview

As a Player Engagement Agent, youll 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!

Qualifications

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

Candidate Profile

• Mastery in C1-C2 level Thai 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
• Experience with community platforms (e.g. Discord, Slack) - this could be an asset
• Passion about video games - this can make your job a lot more enjoyable for you, however it is not so crucial

Benefits

• Remote work with all the necessary equipment provided, including a computer, keyboard, headset and mouse. Option to visit our office at the Global Office Park in Katowice.
• Private medical care option, My Benefit system, Multisport card, subsidy for glasses and Employee Assistance Program with personal, legal and financial counselling services.
• Professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates.
• Employee referral program - invite a friend to become a fellow Keywordian and receive a prize.
• Unique chance to look behind the scenes of the gaming industry and collaborate with people from all over the world.

Recruitment Process

• Send us your application with your updated resume
• Online interview via MS Teams with a Talent Acquisition Specialist
• Online assessment (Thai and English) to evaluate language skills
• Assessment evaluation takes several days
• Possible second interview with a Team Lead or Operations Manager
• Offer and onboarding

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.

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