Note:

- This role will be hired under Helpshift, a Keywords Technology

Your employment contract and payroll will be under the Helpshift entity

- New hires are required to work fully onsite during the onboarding and training period and may transition to a WFH setup based on business needs

Please note that onsite work is determined by company directives

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 energetic workspace, continuous growth opportunities, and the chance to make a meaningful impact

Level up your game and apply today!

What are we looking for Our PE Agent has a knack for the following skills:

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

Youd be a great fit for this role if you have:

- Mastery in C1-C2 level language 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 and holidays

Nice-to-haves:

- Previous Customer Service experience or any relevant experience in a BPO setting
- Similar experience in Email or Live Chat Support is an advantage

- You have some knowledge of the community platforms (eg Discord, Slack) - this could be an asset

- You are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Hybrid

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Player Engagement Agent (Pune)
🏢 Keywords Studios
📍 Pune