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Player Engagement Agent - German/English - Remote

3 weeks, 1 day ago
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

  • Provide excellent customer support to players through ticketing, email, and chat.
  • Investigate and resolve player inquiries promptly and accurately.
  • Gather, organize, and deliver player feedback to internal teams and developers.
  • Assist internal teams with project-related requests and collaboration.
  • Maintain accurate reports, documentation, and knowledge base content.
  • Escalate issues promptly according to established procedures.
  • Use macros, CRM tools, and troubleshooting methods to streamline support.
  • Support quality control processes and contribute to service standards.
  • Participate in training sessions and manage workload to meet player needs.
  • Provide translations when required to ensure clear communication.

Requirements

  • C1-C2 level German proficiency and B2+ English proficiency.
  • Excellent communication skills for player support.
  • Availability for full-time work, including weekends (Saturday and Sunday).
  • Ability to adapt flexibly to different situations and player needs.
  • Accountability and reliability in handling player inquiries and issues.
  • Proactivity in identifying and addressing player concerns.
  • Proficiency in navigating knowledge bases for efficient support.
  • Basic troubleshooting skills for technical player issues.
  • Familiarity with Helpshift, Zendesk, or other CRM tools.
  • Experience with MS Office or Google Suite applications.
  • Knowledge of macros customization for streamlined responses.
  • Previous customer service experience, remote or on-site/retail, is a plus.
  • Familiarity with 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 computer, keyboard, headset, and mouse.
  • Option to visit the office at Global Office Park in Katowice.
  • Private medical care option.
  • My Benefit system and Multisport card.
  • Subsidy for glasses.
  • Employee Assistance Program with personal, legal, and financial counselling.
  • Professional development opportunities, including an online learning platform and training sessions.
  • Internal vacancies reserved for existing employees.
  • Employee referral program.
  • Equal opportunities workplace and international gaming-industry exposure.

Interested in this position?

Apply directly on the company website

Apply Now

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