Player Support Senior Game Admin
Keywords Studios
Katowice, Silesian Voivodeship, Poland
3 d. temu

Description

Keywords Player Support is a fast-growing service line of the Keywords Studios company that offers customer service positions in the exciting gaming industry!

Pioneers & Leaders for over 20 years, we have been the premier international provider of services for companies that publish and develop MMOs, virtual worlds, social games, casual games, mobile games and transmedia content.

We also provide services to online payment and virtual goods providers.

We are looking for passionate gamers to join our team as a Player Support Senior Game Admin team in Katowice, Poland.

Qualified candidates excel at providing high-quality feedback and are looking to equip agents to give players the best support possible.

You will serve as the gatekeeper of escalations, process, and policy creation or improvement while upholding the standards of our client and help agents excel in providing high-impact support for our players.

RESPONSIBILITIES :

Act as subject matter experts for MMO support

Assist Player Support agents by performing in-depth investigations of escalated issues

Ensure player satisfaction by responding timely and accurately to escalated player contacts

Troubleshoot advanced technical and in-game issues

Investigate in-game bugs and issues, triage them and escalate to the client

Analyze player accounts using admin tools

Analyze feedback and suggestions from players for continuous improvements of the game

Help with moderating in-game events, streamer collaborations, and players’ behavior

Assist the client with improving automated moderation tools for their games (e.g., detecting botters in-game)

Ensure all players adhere to gaming rules and regulations

Become seasoned players of all the supported products

Analyze gaps and improve workflows, processes, and procedures

Handle issues related to various real-life events (including threats of violence or legal issues)

Ensure player Trust & Safety by responding timely to internal and external customer trust issues

REQUIREMENTS :

Maintain professional and courteous contact with clients.

Can participate in communicating and collaborating important project-related information directly to the client, including improvement of workflows, processes, procedures reports, metrics, trending issues, blockers, etc.

Minimum 2 years previous work experience at Customer Service

Strong English - written and verbal communication skills

Flexible with working weekends

Open availability / schedule - 40 hours / wk

Intermediate to advance knowledge of troubleshooting and technology concepts

Solve cases requiring in-depth troubleshooting assistance and identifying bugs

Quick learner with strong research, problem solving, and troubleshooting skills

Ability to efficiently use Player Support Tools

Understanding of the system and the key performance indicators created from it

Strong knowledge of the processes within the discipline

Knowing what is a great experience for a player vs a poor interaction that can be leveled up

  • Able to provide daily positive and constructive performance feedback to their teammates and team leads;
  • Identify coaching opportunities in the workflows and collaborate with team leads for execution of improvement;
  • Ability to multi-task and prioritize efficiently;
  • Detail-oriented and organized;
  • Accountable and responsible;
  • Agile and flexible to change;
  • Ability to give constructive feedback;
  • Encourages others to keep a high standard of accuracy and leads by example;
  • Honest & open communication;
  • Understands and is able to meet deadlines

    Self-motivated, innovative, and analytical with strong attention to detail and accuracy

  • Listens actively, encourages, and incorporates others input;
  • Familiar with MMO games.

    DESIRABLE :

    Familiarity with Google suite

    Intermediate skills with Google Sheets

    Familiarity with Office 365

    Familiar with Slack

  • Due to COVID-19, successful candidates will be offered to work from home. Afterwards, the job will be performed from our Katowice office.
  • All eligible candidates will be required to take our English Language Tests to better evaluate their written skills.

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