Tier 3 Agent

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Keywords Studios

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1998

🎮 Gaming

📱 Media

🤖 Artificial Intelligence

Gaming • Media • Artificial Intelligence

Keywords Studios is the #1 global games services provider, offering an end-to-end platform supercharged by technology. They deliver technical and creative solutions to the global video games industry, with services including game development, art services, audio development, QA testing, localization, marketing services, and player engagement. Keywords Studios also works on accessibility services, content globalization, and advanced AI & technology solutions. Founded on decades of experience, they are committed to responsible business practices and provide industry-wide insights for unparalleled experiences to audiences around the world.

📋 Description

• 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. • 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. • 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.

🎯 Requirements

• 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. • This position requires the successful applicants to be able to effectively communicate in English (both verbally and in writing).