ArcheAge Player Support Specialist with English (Video Games) - REMOTE

Employer: Keywords Studios
  • Customer Support - Client Service
  • Job type: full-time , Job Remote
    Job level: 0 - 1 years of experience
  • Cluj Napoca
  • Timisoara
  • nationwide
    Updated at: 06.02.2023

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    Short company description

    The video games industry represents the pinnacle of interactive digital content. At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. We aim to become the “go-to” provider of technical services.
    By working as their external development partner, we enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we enable our clients who are operating in complex and fast moving environments to remain lean and agile, and to focus on creating and monetising the most engaging experiences.
    We are trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way.


    What we are looking for:

    Based in Romania.
    C1-C2 English mastery, with an emphasis on written communication skills. Keywords is an international and multilingual company, so English is our common language for communication. We expect candidates to feel comfortable using English on a daily basis.
    Advanced knowledge of the ArcheAge game, familiarity with its mechanics and the gameplay, preferably someone who has played the game in the past, or better yet - still enjoys it! 🙂
    A team player would make a great asset to the Team 🙂
    You know your way around either MS Office or Google Suite apps.
    Some technical skills and learning new tools easily would be a perk.
    Easiness in knowledge sharing.
    Previous experience in Customer Service (remote or on-site/retail) is a plus but not essential, as full training is provided.
    Available to work full-time, 5 days a week.


    What you’ll be doing:

    Provide superb Customer Support experience to players, assisting them with issues they encounter and tackling game-related questions.
    Use your investigative skills and troubleshoot players’ queries via a ticketing system.
    Support players through e-mail. You will not take any phone calls!
    Be a subject matter expert of the Game.
    Demonstrate knowledge, understanding, and ability to mentor and running shadowing sessions.
    Take personal ownership of Player requests escalated by PS agents.
    Take initiative by assisting internal teams with project-related requests.
    Master the gameplay knowledge for the respective product.
    Collaboration is key - take initiative by assisting internal teams with project-related requests. Enjoy continuous interaction with the client's development team. You might be the voice of the product, but you're also their ear on the ground.
    Lots of us at Keywords live and breathe video games. But even if you don't, there's plenty of time to become a master of the product you are supporting.

    Other info


    Extensive Medical insurance provided by Medicover and their partner network in Romania.
    Days off for special personal events, according to the Internal Regulations, e.g. marriage, childbirth, compassionate leave and exams days off for obtaining professionally relevant certifications.
    A monthly allowance of 650RON which you will be able to use for a wide range of benefits, that are relevant to you: medical/dental services for you and/or your family members, access to sports clubs, meal tickets, private pension, personal development courses (e.g. IT, accounting, finance, HR, foreign languages, driving courses), tourism in Romania, public transportation subscription, gifts, utility or phone/Internet bills, access to cultural events, etc.
    Learning & Development to help you reach your true maximum potential by providing access to training and digital resources relevant for your area of expertise.

    Our recruitment process is fully online and remote. Keep in mind all eligible candidates will be asked to take our Language Assessment to better evaluate their written skills.

    Sound interesting? We can’t wait to hear from you!

      RO: Acest anunt accepta munca remote;
    EN: This job accepts remote working;

    You can apply to this ad only with your account, without creating a CV.

    Completing the web form for a new account on takes 2 minutes or you can go even faster by importing your data from Facebook or Linkedin.