Description Please note that this is for internal recruiting only. External applications for this role will not be processed.
Since 1998, we've been on a mission to reshape how playersinteract with their favorite games,
growing into a general team of over 12,000 professionals spread across 70+ studios in 26
countries. We are always there to lend a hand to video games developers and publishers by offering a
wide range of solutions: from art and audio to testing, localization and finally - Player
Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player
Engagement provides technical support, community management, and trust & safety services
for a wide range of AAA and Indie studios in the gaming industry. Join us in our mission to build engaging player communities and offer outstanding
experiences!
We are looking for a Tier 3 Agent who has customer-facing experience, high-level technical support handling deep network and device isolation, and escalating verified bugs.
Key Responsibilities & Activities: • Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and
solutions. • Handle complex technical and in-game cases with minimal supervision, ensuring high
customer satisfaction. • Document solutions and insights into internal and client-facing knowledge bases. • Completely non-scripted problem-solving. • Leverage admin tools to diagnose player issues, detect patterns and escalate bugs or
urgent concerns.
Analytical Thinking and Process Improvement • Analyze support data to identify trends, root causes and recurring pain points. • Propose and lead initiatives aimed at increasing efficiency, automation and overall
support quality. • Generate regular reports and insights on performance, ticket behavior, player sentiment
and emerging game issues. • Collaborate with leadership to forecast support demand and evaluate the impact of
game changes or events. • Engage in continuous learning and participate in critical thinking workshops, compliance
refreshers and feedback sessions.
Client and Stakeholder Engagement • Communicate directly and confidently with clients and internal teams at all levels. • Participate in regular syncs with clients to align support operations with game priorities. • Provide structured, data-backed feedback to improve client satisfaction and in-game
experience. • Contribute to a feedback loop between players, clients and internal support teams for
continuous improvement.
Candidate Profile & Qualifications
Core Requirement:
Elevated tech support or IT-level background with strong
network troubleshooting
skills. Nice-to-Haves:
Prior audio or Wi-Fi specific experience is a plus, but not mandatory. The Mindset:
We are looking for someone who excels at network troubleshooting. Time Zone:
Eastern Standard Time (EST). Schedule:
Monday to Friday. MEXICO TEAM LEADS ONLY Proficient English language skills.