Player Engagement Support Technology Specialist

Since 1998, we've been on a mission to reshape how players interact 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! 🎮🔥

Role overview

The Player Engagement Support Technology Specialist plays a vital role in managing and optimizing the tools and systems that empower our Customer Service team. You'll ensure platforms like Helpshift, player databases, and knowledge base tools are secure, functional, and perfectly aligned with operational needs. From overseeing system performance to supporting user provisioning, training, and ensuring process adherence, this position is all about driving efficiency and delivering exceptional player experiences. Ready to make an impact? Join our team and help us redefine the player experience!

Requirements

What are we looking for? Our Player Engagement Support Technology Specialist has a knack for the following skills:

Leadership:

• Takes initiative to identify issues and opportunities for improvement within the project setup, driving enhancements without prompting.
• Is accountable for the repository of the user organization, including date joined, ID, direct manager, and role, which represents the org chart essential for tool functionality.
• Researches technology improvements that enhance user experience, misuse/fraud prevention, security, efficiency, and quality.

Analytics:

• Regularly updates and maintains the Helpshift Help Centre and workflows to ensure automation processes run smoothly and efficiently.
• Manages user access, group, and queue assignments based on the project roster.
• Administers tools like LMS, QMS, and Knowledge Base to ensure they are correctly set up and maintained.

Communication:

• Clearly articulates ideas and feedback to team members and stakeholders, fostering open dialogue and collaboration.
• Collaborates with the client’s development team and vendor(s) for the CS admin tool’s feedback collection and cascading release notes.
• Ensures users have the basic information to access and use the tools as intended, including collaborating with operations to supply training materials or participating in onboarding and refreshers directly.

Business:

• Oversees the provisioning and updating of user information, including facilitating onboarding and collaborating on training initiatives.
• Understands the service mindset, ensuring alignment with business objectives and player satisfaction goals.

You'd be a great fit for this role if you have:

• Minimum of 3+ years in support operations, with a strong understanding of KPIs and operational workflows.
• Expert-level proficiency in Helpshift.
• Advanced skills in spreadsheets, pivot tables, reports, and tables.
• Basic SQL and data analytics proficiency - able to read, understand and make minor modifications to existing queries.
• Experience managing tools within customer support ecosystems, including LMS, QMS, and Knowledge Base operations.
• Proficiency in Google Suite, MS Office, and reporting tools such as Data Studio and PowerBI, as well as project management tools.
• Skilled in breaking down work tasks, organizing workflows and facilitating effective collaboration with stakeholders for project management.
• Ability to work autonomously while considering all users as part of an extended team.
• Strong focus on player satisfaction, with agent focus as a key success predictor.
• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Relevant certifications in Helpshift are an advantage.

Benefits

What do we offer:

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

• We propose an employment contract.
• We want you to work comfortably - so we offer remote work with necessary equipment and the possibility of visiting our brand-new office at the Global Office Park in Katowice! (PS. Did we mention we even have a slide…?)
• We want you to stay healthy and happy - so we offer the attractive benefits package including: private medical care option, MyBenefit 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 have fun - so we organize company parties with delicious food and lots of attractions at Global Office Park - last year we organized i.a. End-Of-Year Party, Halloween and Open Day for our friends & family. This year we also hosted KeywordsCon - our very first video game convention! We prepare plenty of activities, competitions and even gaming tournaments for employees with awards + occasional company gifts as well!
• We want you to be a part of our community - so we offer the unique chance to take a look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world!

Phases of our recruitment journey:

• You send us your application with your updated resume.
• After reviewing your candidacy, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists and Hiring Manager. It’s a perfect chance to exchange questions and get to know each other better. There might be also an additional stage interview.
• At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply. 😊

That would be it from us - now we are waiting for your move!

#imaginemore

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Role Information: EN

Studio: Keywords Studios

Location: Europe, Poland

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote