Player Engagement Agent - Korean/English - Remote

Role Overview

As a Player Engagement Agent, you will serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers.

Communication

• 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.
• Play a crucial role in gathering and delivering player feedback according to established procedures.
• Provide translations when required to ensure seamless communication.

Analytics

• 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.
• Play a part in maintaining high‑quality standards through the QC process.

Leadership

• Take part in valuable training sessions to enhance your skills and knowledge.
• Manage your time effectively and responsibly to meet players' needs.

Business

• Master the 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.

Qualifications

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

Nice-to-Haves

• Previous Customer Service experience (remote or on‑site/retail) is a plus.
• Some knowledge of community platforms (e.g., Discord, Slack) is an asset.
• Passion for video games enhances the job experience, though not essential.

Benefits

• Remote work with all necessary equipment provided – computer, keyboard, headset, mouse.
• Attractive benefits package including private medical care, My Benefit system, Multisport card, a subsidy for glasses, and an Employee Assistance Program with counseling services.
• Professional development opportunities such as online learning platforms, training sessions, and internal vacancies.
• Employee referral program with rewards for inviting friends.
• Unique chance to collaborate worldwide with people in the gaming industry.

Equal Opportunity Statement

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.

Role Information

• Job Language: Korean (C1‑C2 proficiency), English (B2 or higher).
• Location: Europe, Poland.
• Area of Work: Player Engagement.
• Service: Engage.
• Employment Type: Permanent.
• Working Pattern: Full Time, Remote.