Full-Time

Player Engagement Support Technology Specialist

Internal Recruitment

Posted on 1/30/2025

Keywords Studios

Keywords Studios

5,001-10,000 employees

Comprehensive service provider for video games

Consumer Software
Entertainment
Gaming

Mid

Remote in Canada

Category
Human Resources
People & HR
Required Skills
SQL
Data Analysis

You match the following Keywords Studios's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • 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.
Responsibilities
  • Manage and optimize the tools and systems that empower the Customer Service team.
  • Ensure platforms like Helpshift, player databases, and knowledge base tools are secure, functional, and aligned with operational needs.
  • Oversee system performance and support user provisioning, training, and process adherence.
  • Regularly update and maintain the Helpshift Help Centre and workflows to ensure automation processes run smoothly and efficiently.
  • Manage user access, group, and queue assignments based on the project roster.
  • Administer tools like LMS, QMS, and Knowledge Base to ensure they are correctly set up and maintained.
  • Clearly articulate ideas and feedback to team members and stakeholders, fostering open dialogue and collaboration.
  • Collaborate with the client’s development team and vendor(s) for the CS admin tool’s feedback collection and cascading release notes.
  • Ensure users have the basic information to access and use the tools as intended, including collaborating with operations to supply training materials or participating in onboarding and refreshers directly.
  • Oversee the provisioning and updating of user information, including facilitating onboarding and collaborating on training initiatives.
  • Understand the service mindset, ensuring alignment with business objectives and player satisfaction goals.
Desired Qualifications
  • Relevant certifications in Helpshift are an advantage.

Keywords Studios provides a wide range of services for the video games industry, supporting the entire lifecycle of game development. Their offerings include game-ready art, marketing, game development, functional and localization testing, text and audio localization, casting, audio post-production, community management, player support, and content moderation. The company utilizes proprietary technology to enhance its end-to-end platform, allowing clients to effectively bring their game concepts to life. Unlike many competitors, Keywords Studios tailors its services to meet the specific needs and budgets of each client, ensuring personalized solutions. The goal of Keywords Studios is to assist game developers and publishers in creating engaging digital content that entertains, connects, and educates players.

Company Size

5,001-10,000

Company Stage

IPO

Total Funding

$487.8M

Headquarters

London, United Kingdom

Founded

1998

Simplify Jobs

Simplify's Take

What believers are saying

  • Acquisition of Certain Affinity expands Keywords Studios' AAA game development capabilities.
  • Integration with Microsoft's Community Sift boosts AI-enabled content moderation services.
  • Private equity interest indicates strong market confidence and strategic growth potential.

What critics are saying

  • Increased competition may impact Keywords Studios' market share in the gaming industry.
  • Integration of acquired companies could pose operational challenges and affect service quality.
  • Reliance on major clients like Microsoft may lead to revenue volatility.

What makes Keywords Studios unique

  • Keywords Studios offers end-to-end services for the entire game development lifecycle.
  • The company has a global presence with over 13,000 professionals in 25+ countries.
  • Proprietary technology enhances Keywords Studios' platform for digital content creation.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Vacation

401(k) Company Match

401(k) Retirement Plan

Flexible Work Hours

Company Equity

Company News

PitchBook
Nov 4th, 2024
EQT, CPP, Temasek acquisition adds to PE's recent surge into gaming

EQT, Canada's largest pension fund CPP Investments and Singapore's state investor Temasek have completed the acquisition of Irish video game company Keywords Studios, as PE managers and allocators pour capital into the gaming industry.

Proactive Investors
Oct 18th, 2024
Keywords Studios Acquires Certain Affinity

Keywords Studios has acquired AAA game-development studio Certain Affinity. The news was reported by Proactive, a financial news platform known for its coverage of business and finance, particularly in medium and small-cap markets. The acquisition highlights Keywords Studios' expansion in the gaming industry.

VentureBeat
Aug 20th, 2024
Keywords Studios integrates into Microsoft's Community Sift

Creative and technology solutions provider Keywords Studios has announced a deeper partnership with Microsoft's AI-enabled content moderation tool, Community Sift.

Daily Mail
Aug 13th, 2024
Keywords Studios buys Wushu ahead of its own private equity takeover

Keywords Studios buys Wushu ahead of its own private equity takeover.

News N Releases
Aug 13th, 2024
Keywords Studios Acquires Wushu for £12.5m

Keywords Studios has acquired Wushu Studios Limited, a game development studio in Liverpool, UK. Founded in 2017, Wushu employs around 160 people and has worked on titles like Fall Guys and Baldur’s Gate 3. Despite market turbulence, Wushu has adjusted revenues of approximately £12.5 million and an EBITDA margin in line with Keywords. The acquisition includes an upfront cash payment funded from Keywords' revolving credit facility. Wushu’s founder Alan McDermott and his team will remain post-acquisition.

INACTIVE