[Hiring] Customer Support Agent @Keywords Studios

Role Description

As a Player Support 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.
• Providing valuable feedback to our developers.
• Joining a dynamic workspace with continuous growth opportunities.
• Making a meaningful impact in player communities.

Qualifications

• Mastery in C1-C2 level Korean language 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.
• 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).

Requirements

• 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.
• Gather and deliver player feedback according to established procedures.
• Provide translations when required to ensure seamless communication.
• 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.
• Participate in valuable training sessions to enhance skills and knowledge.
• Manage time effectively and responsibly to meet players' needs.
• Master 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.

Benefits

• Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation).
• Annual Leave.
• Congratulation or Condolence leave.
• Special Leave.
• Employee Referral Program.
• Language Program.
• Numerous internal social events.
• Casual dress and hairstyle.
• No smoking in workspace (designated smoking room available).
• Employee Assistance Program (professional consultation/mental health support program).
• Relo Club Program (employee benefit program).
• Commuting Allowance (up to 30,000 yen per month, based on the number of days spent in the office).
• Telecommuting Allowance (Based on company regulations).