Customer Support Specialist
New
K
Keen Software HouseVideo Games
Remote within Europe, CET +/- 2 hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent English
- Experience
- 3+ years
- Required Skills
- Data AnalysisCustomer support
Requirements
- 3+ years of professional experience in customer support, player support, or community management in the video game industry.
- Experience working on PC and/or console games.
- Strong understanding of video game communities and how players interact with live games.
- Experience communicating directly with players through platforms like Steam, Discord, forums, or support portals.
- Fluent English, spoken and written.
- Ability to remain calm, professional, and constructive when dealing with critical players.
- Strong analytical judgment to identify meaningful patterns and trends in player sentiment.
- Ability to distinguish between bugs, usability problems, design feedback, and communication gaps.
- Ability to communicate technical game-development topics clearly to players.
- Experience working directly with game developers, producers, QA, or designers.
- Experience with ticketing, community management, or feedback-tracking tools.
- Experience creating or maintaining knowledge bases or troubleshooting guides.
Responsibilities
- Act as a key communication link between the Space Engineers player communities and the development teams.
- Monitor player feedback, sentiment, and emerging topics across Steam, Discord, and support portals.
- Respond to player questions, concerns, and support requests in a clear, professional, and helpful way.
- Identify recurring problems and meaningful changes in community sentiment regarding updates and game changes.
- Turn community feedback into clear, structured, and actionable insights for Production, QA, and Game Design teams.
- Escalate technical issues and bugs to appropriate teams with sufficient context.
- Communicate studio updates, known issues, and development decisions clearly to players.
- Maintain and improve FAQs, troubleshooting guides, and player-facing support documentation.
- Proactively identify emerging community risks and improve support processes.
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