Non-Voice Customer Support Agent - Gaming Account | Bacolod

Ovii's Interpretation of the Role

Join Keywords Studios as a Player Engagement Agent, providing on‑site, non‑voice support to gamers and relaying feedback to developers. You’ll handle tickets, email and chat inquiries, maintain reports, and ensure high‑quality service for a global gaming clientele.

Role Snapshot

• On‑site gaming community support
• Ticket, email and chat resolution
• Player feedback collection
• CRM tools (Zendesk/Helpshift) usage
• Multilingual communication
• Analytics and reporting
• Basic troubleshooting
• Time‑management for weekend/holiday shifts

Must-Have Requirements

• C1‑C2 level language proficiency
• English B2+ proficiency
• Customer communication
• Ticketing system usage (Zendesk/Helpshift)
• MS Office or Google Suite proficiency
• Ability to work weekends/holidays and varied time zones
• customer support
• multilingual communication
• Must have C1‑C2 level language proficiency
• On‑site work required in Bacolod

Nice-to-Have Signals

• Prior BPO or customer‑service experience
• Live chat/email handling experience
• Familiarity with Discord or Slack
• Passion for video games
• BPO environment
• live chat/email handling

Work Setup

• Location: Bacolod, Philippines
• Work mode: ONSITE
• Employment type: Full-Time

Application Requirements

• Assessment mentioned
• language assessment (C1‑C2 proficiency)

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Investigate and resolve player inquiries via ticketing, email or chat
• Gather and deliver player feedback to development teams
• Maintain accurate support reports and analytics
• Escalate issues according to established procedures
• Create and customize macros and knowledge‑base articles
• Participate in training sessions to improve support skills
• Manage workload to meet player needs across weekends and holidays
• Utilize CRM platforms such as Zendesk or Helpshift for case handling

Good Fit If You Have

• Previous BPO or customer‑service experience
• Familiarity with Discord, Slack or similar community platforms
• Passion for video games
• Comfort working in a fast‑paced, global environment