Player Support Agent - Korean/English - Remote

2 Months ago • All levels • Human Resource

Job Summary

Job Description

As a Player Support Agent, you'll be the primary contact between Keywords Studios' clients and the gaming community. Responsibilities include promptly investigating and resolving player inquiries through various channels (ticketing, email, chat), providing valuable feedback to developers, and assisting internal teams. You'll also create reports, contribute to process improvements (e.g., macros, knowledge base updates), and ensure high-quality support through quality control. Strong communication (Korean C1-C2, English B2+), analytical, and problem-solving skills are essential, along with the ability to work effectively both independently and collaboratively. Weekend availability is required. This role offers opportunities for professional development and growth within a global gaming company.
Must have:
  • C1-C2 Korean, B2+ English
  • Excellent communication
  • Prompt issue resolution
  • Feedback delivery
  • Report creation
  • Weekend availability
Good to have:
  • Customer service experience
  • Community platform knowledge (Discord, Slack)
  • Gaming passion
Perks:
  • Remote work with equipment
  • Office access in Katowice
  • Private medical care option
  • MyBenefit system
  • Multisport card
  • Glasses subsidy
  • Employee Assistance Program
  • Professional development opportunities
  • Employee referral program
  • Company parties and 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.

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

  • Mastery in C1-C2 level Korean 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 (Korean 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

Scopely - Senior Executive Assistant

Scopely

California, United States (Hybrid)
3 Months ago
Glean - Field Marketing Manager

Glean

(Remote)
1 Month ago
Glean - Corporate Account Executive

Glean

Nashville, Tennessee, United States (Hybrid)
1 Month ago
Glean - Software Engineer, Security

Glean

Palo Alto, California, United States (Hybrid)
1 Month ago
Nagarro - Senior Analyst

Nagarro

Cebu City, Central Visayas, Philippines (On-Site)
7 Months ago
Inworld AI - People Ops/HR Lead

Inworld AI

Mountain View, California, United States (Hybrid)
2 Months ago
Netflix - Senior Manager - HR Business Partner, Manila

Netflix

Manila, Metro Manila, Philippines (On-Site)
3 Months ago
Playrix - Lead Recruiter

Playrix

Cyprus (Remote)
7 Months ago
Playrix - Lead Recruiter

Playrix

Portugal (Remote)
7 Months ago
Ubisoft - HR Business Partner

Ubisoft

Saint-Mandé, Île-de-France, France (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Glean - Solutions Architect - Central

Glean

(Remote)
5 Months ago
Glean - Software Engineer, Machine Learning (Infrastructure)

Glean

Palo Alto, California, United States (Hybrid)
1 Month ago
Easygo - VIP Host - Portuguese Speaking

Easygo

Melbourne, Victoria, Australia (On-Site)
3 Weeks ago
Converse.AI - Associate Engineer

Converse.AI

Austin, Texas, United States (Hybrid)
2 Years ago
Glean - Enterprise Account Executive - Illinois

Glean

Illinois, United States (Remote)
6 Months ago
Notion - IT Operations Engineer (APAC)

Notion

Sydney, New South Wales, Australia (On-Site)
1 Month ago
ClickJobs - Lead Effects Artist

ClickJobs

Bristol, Connecticut, United States (On-Site)
11 Months ago
Converse.AI - QA Engineer

Converse.AI

Bengaluru, Karnataka, India (On-Site)
1 Year ago
Loft Orbital - Recruiting Coordinator

Loft Orbital

Toulouse, Occitanie, France (Hybrid)
4 Months ago
Epic Games - Art Producer

Epic Games

Montreal, Quebec, Canada (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Silesian Voivodeship, Poland

Google - Software Engineering Manager, Android Automotive, On-Device AI/ML

Google

Kraków, Lesser Poland Voivodeship, Poland (On-Site)
1 Month ago
Keywords Studios - AI - Project Lead (Prompts)

Keywords Studios

Silesian Voivodeship, Poland (On-Site)
2 Months ago
SimCorp - Principal Project Manager

SimCorp

Warsaw, Masovian Voivodeship, Poland (Hybrid)
1 Month ago
Techland - Senior Level Designer

Techland

Wrocław, Lower Silesian Voivodeship, Poland (On-Site)
5 Months ago
Keywords Studios - HR Business Partner

Keywords Studios

Katowice, Silesian Voivodeship, Poland (On-Site)
1 Month ago
SmartBear - People & Culture Generalist

SmartBear

Wrocław, Lower Silesian Voivodeship, Poland (On-Site)
1 Month ago
Google - Technical Solutions Engineer, Infrastructure, Serverless

Google

Warsaw, Masovian Voivodeship, Poland (On-Site)
1 Month ago
Keywords Studios - Content Moderator - Russian (Video Games) - Remote

Keywords Studios

Katowice, Silesian Voivodeship, Poland (Remote)
1 Month ago
PwC - Starszy Konsultant / Starsza Konsultantka | Audyt

PwC

Warsaw, Masovian Voivodeship, Poland (Hybrid)
8 Months ago
Veeam Software - Senior Territory Manager

Veeam Software

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

Get notifed when new similar jobs are uploaded

Human Resource Jobs

Xsolla - Middle+/Senior IT Recruiter

Xsolla

Baku, Azerbaijan (Remote)
2 Months ago
Google - Talent Engagement Specialist, gReach Program for People with Disabilities

Google

Shenzhen, Guangdong Province, China (On-Site)
1 Month ago
Amber - Talent Acquisition Intern

Amber

Guadalajara, Jalisco, Mexico (Remote)
2 Months ago
Keywords Studios - Player Support Agent - French/English

Keywords Studios

Silesian Voivodeship, Poland (Hybrid)
2 Months ago
Maersk Careers - People Advisor

Maersk Careers

Taoyuan City, Taiwan (On-Site)
7 Months ago
Zazz - IT Recruiter_South Asia

Zazz

Hyderabad, Telangana, India (On-Site)
7 Months ago
Mega Zebra - Human Resource Manager (m/f/d)

Mega Zebra

Montreal, Quebec, Canada (Hybrid)
9 Months ago
PlatinumGames - Disability Recruitment

PlatinumGames

(On-Site)
4 Months ago
Bohemia Interactive - HR Business Partner

Bohemia Interactive

Brno, South Moravian Region, Czechia (On-Site)
3 Months ago
Activate Games - Vice President, HR Business Operations

Activate Games

Winnipeg, Manitoba, Canada (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Keywords Studiosare the leading provider of creative and technical services to the global video game industry. We are trusted and relied upon by 23 of 25 top video game companies to collaborate with them throughout the concept, development, and live operations of the most popular AAA franchises in the world. Great games are the product of great teams, and exceptional individuals are essential to their success. Are you ready to be part of something truly remarkable and unlock your full potential?

Pune, Maharashtra, India (Hybrid)

Bengaluru, Karnataka, India (On-Site)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Katowice, Silesian Voivodeship, Poland (On-Site)

Pasig, Metro Manila, Philippines (Remote)

Gurugram, Haryana, India (On-Site)

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