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Senior Player Support Agent with Korean (Video Games) - REMOTE

Established over 20 years ago, Keywords Player Support is one of Keywords Studios' fastest-growing Service Lines, dedicated to offering the best customer service in the games industry. We’re Pioneers and Leaders, always looking to allow equally awesome people a way into the premier international space of gaming companies and publishers. We help the world’s greatest game development studios provide technical assistance to their players, while they work hard to develop stunning game experiences, including MMOs, AAA blockbusters, indie gems and mobile hits.

We are looking for a passionate gamers to join our team as the Tier 2 Agents (SME). Qualified candidates excel at providing high quality feedback, providing support on multi-platform games, and are looking to equip Tier 1 agents to give players the best support possible. You will serve as the gatekeeper of escalations, process and policy creation or improvement while upholding the standards of our client and help agents excel in providing high-impact support for our players. .

What you’ll be doing:

• Act as subject matter experts for Triple A Game support
• Assist T1 Player Support agents by performing in-depth investigations of escalated issues
• Assist Leads in training new agents and coaching of T1 agents
• Offer mentoring to agents that are less familiar with the project/team

• Investigate in-game bugs and issues, triage them and escalate to the client
• Ensure player satisfaction by responding timely and accurately to escalated player contacts
• Troubleshoot advanced technical and in-game issues
• Analyze gaps and improve workflows, processes, and procedures
• Lead discussions on improving the service and overall team wellness

• Become seasoned players of all the supported products
• Able to provide daily positive and constructive performance feedback to their team mates and leads
• Identify coaching opportunities in the workflows and collaborate with team leads for execution of improvement
• Able to investigate on player support performance and raise issues with the Leads
• Maintain professional and courteous contact with clients.
• Can participate in communicating and collaborating important project-related information directly to the client, including improvement of workflows, processes, procedures reports, metrics, trending issues, blockers, etc.

What we are looking for:

• Strong English and Korean written and verbal communication skills
• Must have 2 years previous work T1 or T2 experience needed
• Intermediate to advance knowledge of troubleshooting and technology concepts
• Experience with handling PC, console and mobile games
• Confident when it comes to the knowledge and experience with First Person Shooting and Strategy Games
• Solve cases requiring in-depth troubleshooting assistance and identifying bugs
• Quick learner with strong research, problem solving, and troubleshooting skills
• Ability to efficiently use Player Support Tools
• Understanding of the system and the key performance indicators created from it
• Strong knowledge of the processes within the discipline
• Knowing what is a great experience for a player vs a poor interaction that can be leveled up
• Ability to multi-task and prioritize efficiently
• Detail oriented, organized, accountable and responsible
• Agile and flexible to change
• Ability to give constructive feedback, mentor, coach, and train other agents
• Encourages others to keep a high standard of accuracy and leads by example
• Honest & open communication
• Understands and is able to meet deadlines
• Self-motivated, proactive, innovative and analytical with strong attention to detail and accuracy
• Listens actively, encourages and incorporates others input
• Familiarity with Google suite
• Intermediate skills with Google Sheets
• Familiarity with Office 365
• Familiar with Slack
• Open availability/schedule - 40 hours/week.

Benefits:

• An insider's view into the gaming industry, with lots of growth potential.
• Possibility to work remotely with the employee status in Poland, or cooperate as a home-based freelancer if you live outside Poland.
• Employment contract with the option of private medical care and shared-cost coverage for your MultiSport card.
• We're proud of our friendly and inclusive atmosphere. You're more than free to enjoy video games with your colleagues in our chill-out zone.
• Employee referral program - make an impact by inviting your friends to become a fellow Keywordian.
• Virtual company parties.
• If you come to the office, take advantage of our free bike parking. We're eco-conscious!
  
  Due to the COVID-19 pandemic and as Keywords prioritizes the health of everyone, you are welcome to work from home. If you prefer the office, you'll get to enjoy the awesome Katowice campus. We even have a lake!
  
  Our recruitment process is fully online and remote. Keep in mind all eligible candidates will be asked to take our Language Assessment to better evaluate their written skills.
  
  Sound interesting? We can’t wait to hear from you!