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TIER 3 AGENT - Player Engagement

4 days, 6 hours ago
Mexico
Senior
Technical Support Engineer
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 and provide expert-level guidance and solutions.
  • Handle complex technical and in-game cases with minimal supervision while maintaining high customer satisfaction.
  • Document solutions, findings, and insights in internal and client-facing knowledge bases.
  • Use admin tools to diagnose player issues, identify patterns, and escalate verified bugs or urgent concerns.
  • Perform completely unscripted problem-solving for escalated support cases.
  • Analyze support data to identify trends, root causes, and recurring pain points.
  • Propose and lead initiatives that improve efficiency, automation, and overall support quality.
  • Generate regular reports on performance, ticket behavior, player sentiment, and emerging game issues.
  • Collaborate with leadership to forecast support demand and assess the impact of game changes or events.
  • Communicate directly with clients and internal teams, participate in syncs, and contribute feedback to improve player experience.

Requirements

  • Elevated technical support or IT-level background with strong network troubleshooting skills.
  • Experience handling deep network and device isolation for support issues.
  • Proficient English language skills.
  • Availability to work Monday to Friday in Eastern Standard Time (EST).
  • Role is limited to Mexico team leads only.
  • Prior audio experience is a plus, but not mandatory.
  • Prior Wi-Fi-specific experience is a plus, but not mandatory.

Interested in this position?

Apply directly on the company website

Apply Now

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