Tier 3 Agent // Agent·e Niveau 3

Keywords Studios • Montreal, QC

5d

About The Position

Since 1998, Keywords Studios has 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. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 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. Join us in our mission to build engaging player communities and offer outstanding experiences!

Requirements

• Customer-facing experience
• High-level technical support handling deep network and device isolation
• Escalating verified bugs
• Elevated tech support or IT-level background with strong network troubleshooting skills.
• Ability to effectively communicate in English (both verbally and in writing)

Nice To Haves

• Prior audio or Wi-Fi specific experience is a plus

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed