Player Support Agent - Italian/English - Remote

2 Months ago • All levels • Human Resource

Job Summary

Job Description

As a Player Support Agent, you'll be the key link between Keywords Studios' clients and the gaming community. Responsibilities include investigating and resolving player inquiries promptly via ticketing, email, or chat; providing valuable feedback to developers; collaborating with internal teams; translating when needed; maintaining accurate reports; escalating issues; and contributing to improved support processes through macros and knowledge base updates. You'll also participate in training sessions, manage your time effectively, and master gameplay knowledge of the products supported. The role requires excellent communication, adaptability, accountability, and proactivity in addressing player concerns.
Must have:
  • C1-C2 Italian, B2+ English
  • Excellent communication
  • Problem-solving skills
  • Ticketing system proficiency
  • Accountability & reliability
  • Full-time availability (weekends included)
Good to have:
  • Customer service experience
  • Community platform knowledge (Discord, Slack)
  • Gaming passion
Perks:
  • Remote work with equipment
  • Private medical care option
  • MyBenefit system
  • Multisport card
  • Subsidy for glasses
  • EAP
  • Professional development opportunities
  • Employee referral program
  • Company parties & events

Job Details

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.

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

  • Mastery in C1-C2 level Italian 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 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 (Italian 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

Warner Bros Games - Producer

Warner Bros Games

Burbank, California, United States (Hybrid)
3 Months ago
Mistplay - Senior Data Analyst I, Trust & Safety

Mistplay

Montreal, Quebec, Canada (Hybrid)
1 Month ago
Easygo - Accountant - Family Office

Easygo

Melbourne, Victoria, Australia (On-Site)
2 Months ago
Glean - Business Development Representative (PST shift hours - 5.30 pm - 2.30 am IST)

Glean

Bengaluru, Karnataka, India (On-Site)
4 Months ago
Glean - Data Science, Product

Glean

Palo Alto, California, United States (On-Site)
4 Months ago
Keywords Studios (Player Support) - Live Chat Support - Player Engagement Agent (Gaming)

Keywords Studios (Player Support)

Pasig, Metro Manila, Philippines (Hybrid)
2 Months ago
Activision - Recruiter - Canada Early Careers (Contract)

Activision

Quebec, Canada (Remote)
1 Month ago
PwC - Senior HR Consultant

PwC

Budapest, Hungary (Hybrid)
4 Months ago
Electronic Arts - Workday Architect

Electronic Arts

Redwood City, California, United States (On-Site)
3 Weeks ago
Goodbye Kansas Studios - Talent Manager

Goodbye Kansas Studios

Stockholm, Stockholm County, Sweden (Hybrid)
3 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Animoca Brands - Portfolio Associate

Animoca Brands

(Remote)
3 Weeks ago
Amber - Customer Support Agent with English and Chinese

Amber

Quebec, Canada (Remote)
2 Months ago
Workato - Staff Infrastructure Engineer

Workato

Belgrade, Serbia (On-Site)
5 Months ago
Volley - Resume Drop

Volley

San Francisco, California, United States (Hybrid)
6 Months ago
Devoted Studios - IT Operations Manager

Devoted Studios

Los Angeles, California, United States (Remote)
1 Month ago
Epic Games - Associate Art Producer

Epic Games

Porto Alegre, State Of Rio Grande Do Sul, Brazil (On-Site)
3 Months ago
Mistplay - Senior Data Analyst I, Trust & Safety

Mistplay

Montreal, Quebec, Canada (Hybrid)
1 Month ago
Smarsh - Sales Development Representative I

Smarsh

New York, New York, United States (Hybrid)
5 Months ago
Amber - Customer Support Agent with English

Amber

Bucharest, Bucharest, Romania (Remote)
1 Month ago
Easygo - Product Manager

Easygo

Melbourne, Victoria, Australia (On-Site)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Katowice, Silesian Voivodeship, Poland

Keywords Studios (Player Support) - Player Support Agent - Italian/English

Keywords Studios (Player Support)

Silesian Voivodeship, Poland (Hybrid)
1 Month ago
PTW - Part-Time Italian Player Support

PTW

Poland (Remote)
4 Months ago
Tesla - Store Manager - Wroclaw

Tesla

Długołęka, Lower Silesian Voivodeship, Poland (On-Site)
2 Months ago
Nielsen Holdings - Data & Reporting Analyst with German

Nielsen Holdings

Warsaw, Masovian Voivodeship, Poland (Remote)
5 Months ago
NOVOMATIC - Intensive IT Internship - QA Engineer

NOVOMATIC

Lesser Poland Voivodeship, Poland (On-Site)
3 Weeks ago
ComeOn Group - Data Warehouse Engineer

ComeOn Group

Silesian Voivodeship, Poland (Hybrid)
1 Month ago
SuperPlay - Unity Team Lead

SuperPlay

Poland (On-Site)
2 Months ago
Keywords Studios (Player Support) - Player Support Agent - Polish/English

Keywords Studios (Player Support)

Silesian Voivodeship, Poland (Hybrid)
1 Month ago
PwC - Senior Workday Integration Consultant

PwC

Warsaw, Masovian Voivodeship, Poland (Hybrid)
5 Months ago
Netflix - UI Engineer L5 - UI Component Library & Lifecycle

Netflix

Warsaw, Masovian Voivodeship, Poland (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

Human Resource Jobs

Just Play GmbH - Working Student - People & Culture

Just Play GmbH

(Remote)
1 Month ago
Just Play GmbH - Working Student - People & Culture

Just Play GmbH

(Remote)
1 Month ago
Meta - Manager, Recruiting Services & Operations

Meta

Chicago, Illinois, United States (On-Site)
5 Months ago
Sporty Group - Human Resources Lead

Sporty Group

Mumbai, Maharashtra, India (On-Site)
4 Months ago
PwC - Manager - Workforce Management

PwC

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
6 Months ago
Tencent - Global Talent Sourcing Intern

Tencent

Singapore (On-Site)
6 Months ago
PlayStation Global - Senior HRIS Analyst (Workday Recruit & ATS Greenhouse)

PlayStation Global

London, England, United Kingdom (On-Site)
2 Months ago
Epic Games - TA Partner

Epic Games

Porto Alegre, State Of Rio Grande Do Sul, Brazil (On-Site)
2 Months ago
Tesla - HR Business Analyst

Tesla

Brandenburg, Germany (On-Site)
2 Months ago
OKX - Senior Manager, HRBP

OKX

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
6 Months 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.

Katowice, Silesian Voivodeship, Poland (Remote)

Philippines (Remote)

Bengaluru, Karnataka, India (On-Site)

Shanghai, Shanghai, China (On-Site)

Silesian Voivodeship, Poland (Remote)

Silesian Voivodeship, Poland (Remote)

Silesian Voivodeship, Poland (Remote)

Silesian Voivodeship, Poland (Remote)

Silesian Voivodeship, Poland (Remote)

Silesian Voivodeship, Poland (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