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 criti

📌 TIER 3 AGENT (Toluca de Lerdo)
🏢 Keywords Studios
📍 Toluca de Lerdo