# Non-Voice Customer Support Agent - Gaming Account

**Company**: Keywords Studios
**Location**: Bacolod, Negros Occidental
**Work arrangement**: onsite
**Job type**: full-time
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q64141679

**Apply**: https://apply.workable.com/j/3B4A8EF8E4?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_bd44f9fd-b20

## Description

We are seeking a Non-Voice Customer Support Agent to join our Player Engagement team, serving as a crucial link between our clients and the gaming community.

As a Player Engagement Agent, you will investigate and deliver prompt, quality responses to players' questions, provide valuable feedback to developers, and play a vital role in building engaging player communities.

Responsibilities:

- Deliver excellent customer support to players via ticketing, email, or chat

- Investigate and resolve player inquiries promptly

- Assist internal teams with project-related requests

- Gather and deliver player feedback according to established procedures

- Provide translations when required

- Maintain accurate and detailed reports

- Ensure prompt escalation of issues following established procedures

- Contribute to smoother support processes with personalized macros and knowledge base

- Participate in valuable training sessions to enhance your skills and knowledge

- Master gameplay knowledge of our products to serve players better

- Utilize CRM tools such as Helpshift or Zendesk for seamless support

- Familiarize yourself with macros customization for streamlined responses

- Experience with MS Office or Google Suite apps for documentation

Requirements:

- C1-C2 level language 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 and holidays, and on different time zones as needed

Benefits:

- Non-taxable allowances

- HMO and life insurance

- Paid time offs

- Annual wellness subsidy

## Skills

### Required
- Communication
- Analytics
- Leadership
- Business
- CRM tools
- Macros customization
- MS Office or Google Suite apps

### Nice to have
- Previous Customer Service experience
- Experience handling emails or live chat
- Knowledge of community platforms or ticketing tools
- Passion for video games

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Source: [Apply at apply.workable.com](https://apply.workable.com/j/3B4A8EF8E4?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)