TIER 3 AGENT - Player Engagement
Keywords Studios
$0-$0 / yr
Salary
mexico
Region
ASAP
Start Date
About Keywords Studios
COMPANY PROFILE
Established in 1998 and floated on the London Stock Exchange’s AIM in 2013, Keywords(KWS) is the world’s leading provider of technical and creative services to the global video games market. Our 12,000 employees in 70+ Studios in 26 countries provide graphic art asset production, game development, audio, testing, localization and customer support services to most of the leading video game developers and publishers. We have a proven track record of organic and acquisition-led growth and have successfully acquired and integrated 50+ acquisitions since 2014.
WHY WORK AT KEYWORDS STUDIOS?
People who work at Keywords are passionate, talented, committed and resourceful. As a business we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 70 global studios or working together virtually.
We empower people to perform to the best of their ability with our “can do” attitude. We appreciate and embrace flexibility. We learn at every opportunity to grow ourselves through experience, training and tackling new challenges.
This is what makes us Keywordians.
About this Role.
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 global 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.
Privacy Agreement:
By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.