Player Engagement Agent - French/English

Keywords Studios

3d•Remote

About The Position

Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. Join us in our mission to build engaging player communities and offer outstanding experiences! As a Player Engagement Agent, you'll 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 dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact.

Requirements

Mastery in C1-C2 level French 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 (Saturday and Sunday).
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.

Nice To Haves

Previous Customer Service experience (remote or on-site/retail) is a plus.
Some knowledge of the community platforms (e.g. Discord, Slack) - this could be an asset.
Passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial.

Responsibilities

Investigate and deliver prompt, quality responses to players' questions.
Provide valuable feedback to our developers.
Investigate and resolve player inquiries promptly through ticketing, email, or chat.
Assist internal teams with project-related requests, ensuring smooth collaboration.
Gather and deliver player feedback according to established procedures.
Provide translations when required to ensure seamless communication.
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.
Take part in valuable training sessions to enhance your skills and knowledge.
Manage your time effectively and responsibly to meet players' needs.
Master the gameplay knowledge of our products to serve players better.

Benefits

Remote work with all the necessary equipment provided, including a computer, keyboard, headset and mouse.
Option to visit our office at the Global Office Park in Katowice.
Private medical care option.
My Benefit system.
Multisport card.
Subsidy for glasses.
Employee Assistance Program with personal, legal and financial counselling services.
Professional development opportunities e.g. online learning platform, training sessions.
Open vacancies exclusively for internal candidates.
Employee referral program.
Unique chance to look behind the scenes of the gaming industry.
Opportunity to gain valuable experience by collaborating with people from all over the world!