Player Engagement Agent - Portuguese/English - Remote
Company:Keywords Studios
Location:Poland
Languages:Portuguese, English
Skills:
Google AnalyticsJiraJQLCommunication SkillsAnalytical SkillsCollaborationCustomer serviceMicrosoft OfficeAttention to detailOrganizational skillsTime ManagementWritten communicationMultitaskingDocumentationMicrosoft Office SuiteExcellent communication skillsAdaptabilityProblem-solving skillsMS OfficeTeamworkResearchFluency in EnglishTroubleshootingActive listeningStrong work ethicAbility to learnStrong communication skillsCross-functional collaborationData entryQuality AssuranceTechnical supportCRM
Requirements:
Mastery in C1-C2 level Portuguese proficiency English at B2 level or higher Excellent communication skills Flexibility to adapt to various situations and player needs Accountability and reliability Proactivity in identifying and addressing player concerns Proficiency in navigating knowledge bases Basic troubleshooting skills Availability for full-time work, including weekends Previous Customer Service experience (remote or on-site/retail) is a plus Knowledge of community platforms (e.g. Discord, Slack) is an asset Passion for video games
Responsibilities:
Deliver excellent customer support to players. Investigate and resolve player inquiries promptly. Assist internal teams with project-related requests. Gather and deliver player feedback. Provide translations when required. Maintain accurate and detailed reports. Ensure prompt escalation of issues. Contribute to smoother support processes with personalized macros and knowledge base. Play a part in maintaining high-quality standards through the QC process. Take part in valuable training sessions. Manage time effectively and responsibly. Master the gameplay knowledge of our products. Familiarity with Helpshift/Zendesk or other CRM tools. Knowledge of macros customization. Experience with MS Office or Google Suite apps.
