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.

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!

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.