Player Engagement Support Technology Specialist

2 Months ago • 3 Years + • Operations

Job Summary

Job Description

The Player Engagement Support Technology Specialist at Keywords Studios plays a crucial role in managing and optimizing the tools and systems used by their customer service team. Responsibilities include ensuring the functionality and security of platforms like Helpshift, player databases, and knowledge base tools. This involves overseeing system performance, supporting user provisioning and training, and maintaining process adherence. The ideal candidate will have a strong understanding of KPIs and operational workflows, expert-level proficiency in Helpshift, and advanced skills in data analysis and reporting. The role requires excellent communication, collaboration, and problem-solving skills to enhance user experience, prevent misuse/fraud, and drive efficiency. Success depends on alignment with business objectives and player satisfaction goals.
Must have:
  • 3+ years in support operations
  • Expert in Helpshift
  • Advanced spreadsheet skills
  • Basic SQL & data analytics
  • Manage tools in CS ecosystems
  • Proficient in Google Suite & MS Office
Good to have:
  • Helpshift certifications
  • Experience with Data Studio/PowerBI
Perks:
  • Remote work
  • Private medical care
  • MyBenefit system
  • Multisport card
  • Subsidy for glasses
  • EAP
  • Professional development
  • Employee referral program
  • Company parties

Job Details

Description

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 Player Engagement Support Technology Specialist plays a vital role in managing and optimizing the tools and systems that empower our Customer Service team. You'll ensure platforms like Helpshift, player databases, and knowledge base tools are secure, functional, and perfectly aligned with operational needs. From overseeing system performance to supporting user provisioning, training, and ensuring process adherence, this position is all about driving efficiency and delivering exceptional player experiences. Ready to make an impact? Join our team and help us redefine the player experience!

Requirements

What are we looking for? Our Player Engagement Support Technology Specialist has a knack for the following skills:

Leadership:

  • Takes initiative to identify issues and opportunities for improvement within the project setup, driving enhancements without prompting.
  • Is accountable for the repository of the user organization, including date joined, ID, direct manager, and role, which represents the org chart essential for tool functionality.
  • Researches technology improvements that enhance user experience, misuse/fraud prevention, security, efficiency, and quality.

Analytics:

  • Regularly updates and maintains the Helpshift Help Centre and workflows to ensure automation processes run smoothly and efficiently.
  • Manages user access, group, and queue assignments based on the project roster.
  • Administers tools like LMS, QMS, and Knowledge Base to ensure they are correctly set up and maintained.

Communication:

  • Clearly articulates ideas and feedback to team members and stakeholders, fostering open dialogue and collaboration.
  • Collaborates with the client’s development team and vendor(s) for the CS admin tool’s feedback collection and cascading release notes.
  • Ensures users have the basic information to access and use the tools as intended, including collaborating with operations to supply training materials or participating in onboarding and refreshers directly.

Business:

  • Oversees the provisioning and updating of user information, including facilitating onboarding and collaborating on training initiatives.
  • Understands the service mindset, ensuring alignment with business objectives and player satisfaction goals.


You'd be a great fit for this role if you have:

  • Minimum of 3+ years in support operations, with a strong understanding of KPIs and operational workflows.
  • Expert-level proficiency in Helpshift.
  • Advanced skills in spreadsheets, pivot tables, reports, and tables.
  • Basic SQL and data analytics proficiency - able to read, understand and make minor modifications to existing queries.
  • Experience managing tools within customer support ecosystems, including LMS, QMS, and Knowledge Base operations.
  • Proficiency in Google Suite, MS Office, and reporting tools such as Data Studio and PowerBI, as well as project management tools.
  • Skilled in breaking down work tasks, organizing workflows and facilitating effective collaboration with stakeholders for project management.
  • Ability to work autonomously while considering all users as part of an extended team.
  • Strong focus on player satisfaction, with agent focus as a key success predictor.
  • Bachelor’s degree in Business Administration, Information Technology, or a related field.
  • Relevant certifications in Helpshift are an advantage.

Benefits

What do we offer:

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

  • We propose an employment contract. 
  • We want you to work comfortably - so we offer remote work with necessary equipment and the possibility of visiting our brand-new office at the Global Office Park in Katowice! (PS. Did we mention we even have a slide…?)
  • We want you to stay healthy and happy - so we offer the attractive benefits package including: private medical care option, MyBenefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services.
  • We want you to grow with us - so we offer professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates.
  • We want you to make an impact - so we have the Employee referral program - you can invite your friend to become a fellow Keywordian and get the prize!
  • We want you to have fun - so we organize company parties with delicious food and lots of attractions at Global Office Park - last year we organized i.a. End-Of-Year Party, Halloween and Open Day for our friends & family. This year we also hosted KeywordsCon - our very first video game convention! We prepare plenty of activities, competitions and even gaming tournaments for employees with awards + occasional company gifts as well!
  • We want you to be a part of our community - so we offer the unique chance to take a look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world!

Phases of our recruitment journey:

  • You send us your application with your updated resume.
  • After reviewing your candidacy, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists and Hiring Manager. It’s a perfect chance to exchange questions and get to know each other better. There might be also an additional stage interview.
  • At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply. 😊

That would be it from us - now we are waiting for your move!

#imaginemore

____________________________________________________________________________

Role Information: EN

Studio: Keywords Studios

Location: Europe, Poland

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote

Similar Jobs

Google - Tech Lead, Software Engineering, Black Community Inclusion

Google

São Paulo, State Of São Paulo, Brazil (On-Site)
4 Months ago
Electronic Arts - Technical Artist - User Interface

Electronic Arts

Vancouver, British Columbia, Canada (On-Site)
2 Months ago
Ubisoft - Technical Director, Animation (W/M/NB) [Assassin's Creed Franchise]

Ubisoft

Annecy, Auvergne-Rhône-Alpes, France (On-Site)
8 Months ago
Wargaming - Senior Game Designer, Meta (World of Tanks Blitz)

Wargaming

Nicosia, Nicosia, Cyprus (Hybrid)
1 Month ago
Techland - UE5 AI Game Programmer

Techland

Poland (On-Site)
7 Months ago
Keywords Studios (Player Support) - Executive - Administration

Keywords Studios (Player Support)

Gurugram, Haryana, India (On-Site)
1 Month ago
Corsair - Fanatec Senior Warehouse Supervisor

Corsair

Almere, Flevoland, Netherlands (On-Site)
1 Month ago
The Walt Disney Company - Senior Executive Assistant I

The Walt Disney Company

San Francisco, California, United States (On-Site)
1 Month ago
The Walt Disney Company - Multiplatform Programming Strategy & Content Planning Associate

The Walt Disney Company

New York, New York, United States (On-Site)
1 Month ago
Nagarro - Associate Principal Engineer (Cloud Architecture)

Nagarro

China (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Sperasoft - Senior 3D Vegetation Artist

Sperasoft

Masovian Voivodeship, Poland (On-Site)
2 Weeks ago
The Walt Disney Company - Sr Software Engineer (webOS/Tizen)

The Walt Disney Company

Bristol, Connecticut, United States (On-Site)
4 Months ago
Google - Staff Software Engineer, Google Cloud

Google

Hyderabad, Telangana, India (On-Site)
4 Months ago
Ubisoft - Senior C++ Programmer

Ubisoft

Malmö, Skåne County, Sweden (Hybrid)
1 Month ago
Xsolla - Backend Engineer (Golang&PHP)

Xsolla

Beijing, Beijing, China (On-Site)
3 Months ago
Netflix - Software Engineer (L5), Ads Identity Graph

Netflix

New York, New York, United States (On-Site)
1 Month ago
Keywords Studios (Player Support) - IT Executive

Keywords Studios (Player Support)

Gurugram, Haryana, India (On-Site)
6 Months ago
Google - Senior Software Engineer, Benchmarks

Google

(On-Site)
4 Months ago
Epic Games - Senior Audio Programmer

Epic Games

Cary, North Carolina, United States (On-Site)
2 Months ago
CloudLinux - Senior C Developer (worldwide remote, work anywhere)

CloudLinux

Vojvodina, Serbia (Remote)
4 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Silesian Voivodeship, Poland

Keywords Studios (Player Support) - Russian Speaking Game Tester (LQA)

Keywords Studios (Player Support)

Katowice, Silesian Voivodeship, Poland (On-Site)
10 Months ago
CD PROJEKT RED - Atlassian Platform Engineer

CD PROJEKT RED

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Months ago
PwC - Consultant for accounting processes with German [online recruitment]

PwC

Katowice, Silesian Voivodeship, Poland (Hybrid)
4 Months ago
N-iX - Middle Java Engineer

N-iX

Poland (Remote)
1 Month ago
Evolution - Motion Designer

Evolution

Warsaw, Masovian Voivodeship, Poland (Hybrid)
3 Months ago
Fool's Theory - Senior Cinematic Designer

Fool's Theory

Poland (Remote)
5 Months ago
Social Discovery Group - Senior .NET Developer

Social Discovery Group

Poland (Remote)
3 Months ago
11 bit studios - Recruitment & Employer Branding Specialist (Team & Culture)

11 bit studios

Warsaw, Masovian Voivodeship, Poland (Hybrid)
2 Weeks ago
CD PROJEKT RED - Specialist/Senior Producer

CD PROJEKT RED

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Months ago
Yggdrasil Gaming  - Integration Project Manager

Yggdrasil Gaming

Kraków, Lesser Poland Voivodeship, Poland (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Operations Jobs

The Walt Disney Company - Coordinateur(trice) Technique Machinerie F/H/NB - CDD

The Walt Disney Company

Île-de-France, France (On-Site)
3 Months ago
Microsoft - Business Management Apprentice

Microsoft

Paris, Île-de-France, France (On-Site)
2 Months ago
Tesla - Service Manager

Tesla

Dornbirn, Vorarlberg, Austria (On-Site)
1 Month ago
OKX - Senior Agent, P2P Dispute

OKX

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (Hybrid)
5 Months ago
GoMotive - Director, Annotations

GoMotive

Pakistan (Remote)
3 Weeks ago
The Walt Disney Company - Organizational Management Intern

The Walt Disney Company

Lake Buena Vista, Florida, United States (On-Site)
1 Month ago
Tesla - Service Advisor

Tesla

North Rhine-Westphalia, Germany (On-Site)
1 Month ago
Sporty Group - IN Associate - Customer Success (Gurugram)

Sporty Group

Delhi, India (On-Site)
8 Months ago
Axinous - HR Data Operations Manager

Axinous

San Jose, California, United States (Hybrid)
4 Months ago
Playtech - Head Of Support

Playtech

Manchester, England, United Kingdom (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

At Keywords, we deliver clients the benefits of the strengthened Engage service line, combining our Player Support and Marketing offerings.

Cinisello Balsamo, Lombardy, Italy (Hybrid)

Lombardy, Italy (Hybrid)

San Francisco, California, United States (Remote)

View All Jobs

Get notified when new jobs are added by Keywords Studios

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug