RemoteLeaf Logo
Log in Sign up

Tier 3 Agent // Agent·e Niveau 3

4 days, 6 hours ago
Canada
Full-time
Senior
Customer Support
Data Science and Analytics
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 48

Description

  • Act as a Subject Matter Expert across multiple game titles by providing advanced guidance and solutions.
  • Handle complex technical and in-game cases with minimal supervision while maintaining high customer satisfaction.
  • Document solutions and insights in internal and client-facing knowledge bases.
  • Resolve issues without relying on scripts and use independent problem-solving.
  • Use admin tools to diagnose player issues, identify patterns, and escalate verified bugs or urgent concerns.
  • Analyze support data to identify trends, root causes, and recurring pain points.
  • Propose and lead process improvements to increase efficiency, automation, and support quality.
  • Generate reports and insights on performance, ticket behavior, player sentiment, and emerging game issues.
  • Collaborate with leadership and clients to forecast support demand and align operations with game priorities.
  • Participate in continuous learning, compliance refreshers, workshops, and feedback sessions.

Requirements

  • Elevated technical support or IT background with strong network troubleshooting skills.
  • Experience handling customer-facing support cases in a high-level technical environment.
  • Ability to diagnose deep network and device issues and escalate verified bugs.
  • Strong English communication skills, both verbal and written.
  • Availability to work Monday to Friday in Eastern Standard Time (EST).
  • Prior audio support experience is a plus.
  • Prior Wi-Fi troubleshooting experience is a plus.
  • Ability to communicate effectively with clients and team members outside the province of Quebec.
  • Comfort working in a completely non-scripted support environment.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Intelligent Technical Solutions

IT Technician I (Remote)

Intelligent Technical Solutions 251-1K Internet Software & Services

Intelligent Technical Solutions is hiring a Proactive Technician I to provide remote IT support and preventative maintenance for clients while keeping systems stable, secure, and responsive.

Philippines Full-time Junior Technical Support Engineer
$10k-$10k
Active Directory macOS
5 hours, 44 minutes ago
Mercier Consultancy

Spanish Customer Care for Online Market Platform | Work and Live in Greece

Mercier Consultancy Professional Services

Mercier Consultancy is hiring a Spanish-speaking Helpdesk Agent to support customers for a leading digital solutions provider in Greece and ensure positive service experiences.

Greece Bulgaria Spain Portugal Full-time Entry Level Customer Support
CRM
6 hours, 14 minutes ago
Mercier Consultancy

German Customer Care for Top Consumer Brand (Remote) | Paid Relocation to Greece

Mercier Consultancy Professional Services

Mercier Consultancy is hiring a German-speaking Customer Service Agent to support customers for an industry-leading digital solutions provider in Greece.

Germany Greece Poland Czech Republic Full-time Entry Level Customer Support
CRM
6 hours, 14 minutes ago
Mercier Consultancy

Dutch speaking Customer Experts for Dyson - Work Remote In Greece

Mercier Consultancy Professional Services

Mercier Consultancy Group is hiring a fully remote Dutch-speaking Customer Expert to support Dyson customers in Greece, handling consumer electronics inquiries and helping deliver high-quality customer experiences.

Greece Full-time Junior Customer Support Technical Support Engineer
CRM
6 hours, 14 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers