TIER 3 AGENT - Player Engagement

Please note that this is for internal recruiting only. External applications for this role will not be processed. Since 1998, we've been on a mission to reshape how playersinteract 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! We are looking for a Tier 3 Agent who has customer-facing experience, high-level technical support handling deep network and device isolation, and escalating verified bugs. Key Responsibilities & Activities: • 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. Analytical Thinking and Process Improvement • 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