Live Ops Specialist - Player Engagement (Internal Recruitment)

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! 🎮🔥

Role overview

The Live Ops Specialist will be responsible for providing the best customer service and to improve player's experience for the assigned titles. We're expecting this role to work proactively and independently to optimize our customer support.

Key Responsibilities:

• Research and analyze relevant information about the game to ensure Player's great experience
• Analyze and improve the workflow of Player Support team
• Create and edit FAQ and templates
• Collaborate with clients to interpret relevant data and create action plans
• Interact directly with clients to provide insight & player feedback from the Japanese market
• Become a gameplay and player experience expert

Planning:

• Utilizes MS Office Apps (PPT, Docs, etc.) to design the banner / event (The art work will be done by the dev team. This focuses more on structure.)
• Drafts notices and news
• Events proposal

Setting (Internal Tool):

• Updating of banners, news, and announcements
• Giving out rewards through project mailbox

Maintenance:

• Monitoring of start to end of maintenance

Customer Support:

• User support via Helpshift

You'd 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
• You have some knowledge of the community platforms (e.g. 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.

To be discussed by TA Team in Pune