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Bilingual Player Engagement Agent

Keywords Studios (Player Support)

Mexico City, Mexico (On-site)

Bilingual Player Engagement Agent

3 Hours ago • All levels • Operations • Undisclosed

About the job

2 skills required for this role

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communication

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Job Description

The Bilingual Player Engagement Agent is responsible for providing excellent customer support to players of Episode, resolving inquiries through various channels (chat, email, tickets). This involves investigating and resolving issues promptly, such as lost accounts or questions about game details. The role requires strong communication skills in English and Spanish, excellent problem-solving abilities, and the ability to effectively handle multiple tasks. Collaboration with internal teams on project-related requests is also a key aspect of the position. Familiarity with Episode and understanding of player community values are crucial. The successful candidate will be accountable, reliable, and possess strong customer service skills with the ability to actively listen and execute tasks.

Must have:

Expert English reading comprehension
Excellent customer support
Prompt issue resolution (tickets, email, chat)
Effective communication skills
Adaptability and flexibility
Accountability and reliability
Episode familiarity & community understanding
Content moderation experience
Multitasking ability
Active listening & task execution

POSITION SUMMARY:

Player Engagement communicates with with players and solves their problems, such as lost accounts or questions regarding details, and provides excellent customer service (through chats, emails and tickets).

Requirements

Expert reading and comprehension skills in English
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
Ensure prompt escalation of issues following established procedures.
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.
Good familiarity with Episode and understanding of player community values
Experience with content moderation and/or curation
Ability to multi-task.
Excellent customer service skills
Ability to actively listen to instructions and execute tasks communicated.
Full-time availability

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