Player Support Agent - French/English

1 Month ago • All levels • Human Resource • Operations

Job Summary

Job Description

As a Player Support Agent (French/English), you'll be the primary point of contact between Keywords Studios' clients and their gaming communities. Responsibilities include investigating and resolving player inquiries promptly via tickets, email, or chat; providing valuable feedback to developers; and ensuring smooth collaboration with internal teams. You'll also create reports, contribute to knowledge base improvements, and participate in training. The role requires excellent communication skills (French C1-C2, English B2+), problem-solving abilities, and the ability to manage time effectively. A flexible schedule, including weekend availability, is necessary, with on-site work required for the first 3 weeks of training and one day per month thereafter.
Must have:
  • C1-C2 French, B2+ English
  • Excellent communication
  • Prompt issue resolution
  • Report creation & analysis
  • Knowledge base navigation
  • Basic troubleshooting
  • Weekend availability
  • Teamwork & collaboration
Good to have:
  • Customer service experience
  • Community platform knowledge (Discord, Slack)
  • Gaming passion
Perks:
  • Remote work (after training)
  • Private medical care option
  • MyBenefit system
  • Multisport card
  • Subsidy for glasses
  • EAP
  • Professional development opportunities
  • Employee referral program
  • Company parties & events

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

As a Player Support 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. Level up your game and apply today! 🚀🔥

Requirements

What are we looking for? Our PS Agent has a knack for the following skills:

Communication:

  • Deliver excellent customer support to players.
  • Investigate and resolve player inquiries promptly through ticketing, email, or chat.
  • Assist internal teams with project-related requests, ensuring smooth collaboration.
  • Play a crucial role in gathering and delivering player feedback according to established procedures.
  • Provide translations when required to ensure seamless communication.

Analytics:

  • 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.

Leadership:

  • Take part in valuable training sessions to enhance your skills and knowledge.
  • Manage your time effectively and responsibly to meet players' needs.

Business:

  • Master the gameplay knowledge of our products to serve players better.
  • 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.

Availability

  • Flexibility with shifting schedule and working weekends.
  • Availability to report onsite one day a month.
  • Please note that the role requires availability to work onsite in our Katowice office for the first 3 weeks of the training period.

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

  • 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).


Nice-to-haves:

  • Previous Customer Service experience (remote or on-site/retail) is a plus.
  • 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.

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.

Benefits:

  • We propose an employment contract. 
  • We want you to work comfortably - so we offer remote work (with the exception of the 3 weeks of the onsite training) 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. KeywordsCon - our very first video game convention and 6th Anniversary Party! We also prepare plenty of activities, competitions and even gaming tournaments for employees with awards + occasional company gifts!
  • 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 invite you to our online language assessment (French and English) to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation and keep your phone close!
  • Once you submit your test, the assessment will take approximately several days to be evaluated.
  • If you successfully pass the test - we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with a Team Lead or an Operations Manager.
  • 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

Gitlab - Support Engineer (AMER)

Gitlab

(Remote)
6 Hours ago
Easygo - SEO Coordinator

Easygo

Melbourne, Victoria, Australia (On-Site)
3 Weeks ago
The Gang - Senior Game Programmer

The Gang

Portugal (Hybrid)
4 Weeks ago
Salesforce - Business Development Representative - West

Salesforce

California, United States (On-Site)
1 Month ago
NBC universal - Manager, Post Production

NBC universal

Englewood Cliffs, New Jersey, United States (Hybrid)
5 Days ago
Alphasense - Principal People Systems Analyst

Alphasense

United Kingdom (Remote)
3 Months ago
Tap Nation - HR Generalist Internship

Tap Nation

Paris, Île-de-France, France (Hybrid)
1 Week ago
WebFX - Technical Sourcing Specialist/Recruiter

WebFX

Belize (Remote)
2 Months ago
Amber - Recruiter (Project Based)

Amber

Bogotá, Bogota, Colombia (On-Site)
6 Months ago
Netflix - HR Business Partner, Australia

Netflix

Sydney, New South Wales, Australia (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Keywords Studios - Research Associate - Fresher

Keywords Studios

Karnataka, India (On-Site)
3 Weeks ago
Brave Group (Language barrier) - Gaming Device (Esports Related Goods) Production Progress Assistant

Brave Group (Language barrier)

Tokyo, Japan (On-Site)
1 Day ago
Glean - Solutions Architect - ANZ / Singapore region customer hours.

Glean

Bengaluru, Karnataka, India (On-Site)
5 Months ago
Glean - Technical Support Engineer

Glean

New York, New York, United States (On-Site)
6 Hours ago
Outbrain - Technical Support Engineer

Outbrain

Ljubljana, Ljubljana, Slovenia (Hybrid)
22 Hours ago
Glean - Product Management Lead, Enterprise

Glean

Palo Alto, California, United States (On-Site)
6 Hours ago
Match Group - 【障がい者採用】Total Reward & HR Project (契約社員)

Match Group

Tokyo, Japan (Hybrid)
6 Months ago
MarketScale - Sales Director

MarketScale

Dallas, Texas, United States (On-Site)
23 Hours ago
Crunchyroll - Senior IT Operations Technician

Crunchyroll

Tokyo, Japan (On-Site)
2 Months ago
Epoch Games - Unreal Engine Level Designer

Epoch Games

Winston-Salem, North Carolina, United States (Remote)
11 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Silesian Voivodeship, Poland

Google - Senior Software Engineer, Data Governance AI Agent

Google

Kraków, Lesser Poland Voivodeship, Poland (On-Site)
1 Week ago
Wargaming - Senior Engine Developer (World of Tanks)

Wargaming

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Months ago
PwC - Konsultant/Konsultantka | Capital Markets

PwC

Warsaw, Masovian Voivodeship, Poland (On-Site)
7 Months ago
Zscaler - Escalation Manager

Zscaler

Wrocław, Lower Silesian Voivodeship, Poland (Hybrid)
7 Hours ago
Futurum Technology  - Junior Java Developer

Futurum Technology

Kraków, Lesser Poland Voivodeship, Poland (On-Site)
3 Months ago
CD PROJEKT RED - Senior Gameplay Designer

CD PROJEKT RED

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Months ago
egnyte careers - Junior Software Engineer - Frontend

egnyte careers

Poznań, Greater Poland Voivodeship, Poland (On-Site)
2 Months ago
Techland - Lead VFX Artist

Techland

Warsaw, Masovian Voivodeship, Poland (On-Site)
1 Month ago
Testronic - Test Lead

Testronic

Masovian Voivodeship, Poland (On-Site)
1 Month ago
Google - Software Engineer II, Android Automotive

Google

Kraków, Lesser Poland Voivodeship, Poland (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Human Resource Jobs

Infinity Ward - HR Business Partner (Temporary)

Infinity Ward

Los Angeles, California, United States (On-Site)
2 Weeks ago
Google - Googler Experience Operations, People Experience (English, Spanish)

Google

São Paulo, State Of São Paulo, Brazil (On-Site)
2 Days ago
Riot Games - Senior Talent Management Program Manager

Riot Games

Los Angeles, California, United States (On-Site)
2 Weeks ago
Tesla - Employee Advisor

Tesla

Zug, Zug, Switzerland (On-Site)
2 Months ago
Playrix - Lead Recruiter

Playrix

Georgia (Remote)
6 Months ago
Voodoo - Junior HR Operations Specialist

Voodoo

Paris, Île-de-France, France (On-Site)
3 Months ago
Xsolla - Middle/Senior IT Recruiter

Xsolla

Serbia (Remote)
1 Month ago
Google - People Partner, Cloud (English, Mandarin)

Google

Shanghai, Shanghai, China (On-Site)
1 Week ago
Evolution - On-Line Casino Dealer - (Bartender/ Waiter / Host Alternative)

Evolution

Fairfield, Connecticut, United States (On-Site)
7 Months ago
Google - Associate Recruiting Specialist

Google

Warsaw, Masovian Voivodeship, Poland (On-Site)
1 Week 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.

Pune, Maharashtra, India (Hybrid)

Katowice, Silesian Voivodeship, Poland (On-Site)

Lombardy, Italy (Hybrid)

Mexico City, Mexico City, Mexico (Remote)

United Kingdom (Remote)

Cinisello Balsamo, Lombardy, Italy (On-Site)

Silesian Voivodeship, Poland (Remote)

Silesian Voivodeship, Poland (Hybrid)

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