TIER 3 AGENT - Player Engagement

Keywords Studios

About The Position

Please note that this is for internal recruiting only. External applications for this role will not be processed. Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. 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! We are looking for a Tier 3 Agent who has customer-facing experience, high-level technical support handling deep network and device isolation, and escalating verified bugs.

Requirements

Elevated tech support or IT-level background with strong network troubleshooting skills.
Proficient English language skills.

Nice To Haves

Prior audio or Wi-Fi specific experience is a plus, but not mandatory.

Responsibilities

Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and solutions.
Handle complex technical and in-game cases with minimal supervision, ensuring high customer satisfaction.
Document solutions and insights into internal and client-facing knowledge bases.
Completely non-scripted problem-solving.
Leverage admin tools to diagnose player issues, detect patterns and escalate bugs or urgent concerns.
Analyze support data to identify trends, root causes and recurring pain points.
Propose and lead initiatives aimed at increasing efficiency, automation and overall support quality.
Generate regular reports and insights on performance, ticket behavior, player sentiment and emerging game issues.
Collaborate with leadership to forecast support demand and evaluate the impact of game changes or events.
Engage in continuous learning and participate in critical thinking workshops, compliance refreshers and feedback sessions.
Communicate directly and confidently with clients and internal teams at all levels.
Participate in regular syncs with clients to align support operations with game priorities.
Provide structured, data-backed feedback to improve client satisfaction and in-game experience.
Contribute to a feedback loop between players, clients and internal support teams for continuous improvement.