Your responsibilities

• Role overview
• As a Player Engagement Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers. Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact. Level up your game and apply today! 🚀🔥
• Requirements
• What are we looking for? Our PE Agent has a knack for the following skills:
• Communication:
• • Deliver excellent customer support to players.
• • Investigate and resolve player inquiries promptly through ticketing, email, or chat.
• • Assist internal teams with project-related requests, ensuring smooth collaboration.
• • Play a crucial role in gathering and delivering player feedback according to established procedures.
• • Provide translations when required to ensure seamless communication.
• Analytics:
• • Maintain accurate and detailed reports to keep processes streamlined.
• • Ensure prompt escalation of issues following established procedures.
• • Contribute to smoother support processes with personalized macros and knowledge base.
• • Play a part in maintaining high-quality standards through the QC process.
• Leadership:
• • Take part in valuable training sessions to enhance your skills and knowledge.
• • Manage your time effectively and responsibly to meet players' needs.
• Business:
• • Master the gameplay knowledge of our products to serve players better.
• • Familiarity with Helpshift/Zendesk or other CRM tools for seamless support.
• • Knowledge of macros customization for streamlined responses.
• • Experience with MS Office or Google Suite apps for documentation.

Our requirements

• Mastery in C1-C2 level Italian 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 (Saturday and Sunday).

Optional

• Previous Customer Service experience (remote or on-site/retail).
• You have some knowledge of the community platforms (e.g. Discord, Slack).
• You are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial.

What we offer

• We want to make sure you have everything you need to work efficiently — that’s why we offer remote work with all the necessary equipment provided, including a computer, keyboard, headset and mouse. You’ll also have the option to visit our office at the Global Office Park in Katowice!

• We want you to stay healthy and happy - so we offer the attractive benefits package including private medical care option, My Benefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services.

• We want you to grow with us - so we offer professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates.

• We want you to make an impact - so we have the Employee referral program - you can invite your friend to become a fellow Keywordian and get the prize!

• We want you to be a part of our community - so we offer the unique chance to look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world!