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Player Engagement Agent - French/English - Remote

3 weeks, 4 days ago
Europe, Poland
Full-time
Entry Level
Customer Support
Customer and Technical Support
CRM
Apply Now
Keywords Studios

Keywords Studios

Keywords Studios provides comprehensive technical and creative solutions for the global video games industry, specializing in localization, audio production, quality assurance, art creation, and customer support services to enhance the gaming experienc...

Internet Software & Services
10K-50K
Founded 1998
View All Jobs 49

Description

  • Deliver customer support to players through ticketing systems, email, and chat.
  • Investigate and resolve player inquiries promptly and accurately.
  • Escalate issues according to established procedures when needed.
  • Gather, document, and communicate player feedback to internal teams and developers.
  • Assist internal teams with project-related requests to ensure smooth collaboration.
  • Maintain detailed reports, knowledge base content, and customized macros to improve support efficiency.
  • Participate in training sessions to strengthen skills and knowledge.
  • Use gameplay knowledge and troubleshooting ability to help players with technical issues.
  • Support quality control processes and help maintain service standards.
  • Provide translations when required to support communication.

Requirements

  • C1-C2 level French proficiency and B2 level English or higher.
  • Excellent communication skills for effective player support.
  • Ability to adapt flexibly to different situations and player needs.
  • Accountability and reliability in handling player inquiries and issues.
  • Proactive approach to identifying and addressing player concerns.
  • Ability to navigate knowledge bases efficiently.
  • Basic troubleshooting skills for technical player issues.
  • Availability for full-time work, including Saturdays and Sundays.
  • Familiarity with Helpshift, Zendesk, or other CRM tools.
  • Experience with MS Office or Google Suite applications.
  • Previous customer service experience is a plus.
  • Knowledge of community platforms such as Discord or Slack is an asset.
  • Passion for video games is a plus.

Benefits

  • Remote work with all necessary equipment provided, including a computer, keyboard, headset, and mouse.
  • Option to visit the office at Global Office Park in Katowice.
  • Private medical care option, My Benefit system, Multisport card, and a subsidy for glasses.
  • Employee Assistance Program with personal, legal, and financial counseling.
  • Professional development opportunities, including an online learning platform and training sessions.
  • Open vacancies reserved for internal candidates.
  • Employee referral program with rewards.
  • Equal opportunities policy and a fully online, remote recruitment process.

Interested in this position?

Apply directly on the company website

Apply Now

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