Player Engagement Support Technology Specialist (Internal Recruitment)

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. 

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

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!

What are we looking for? Our Player Engagement Support Technology Specialist has a knack for the following skills:

Leadership:

• Takes initiative to identify issues and opportunities for improvement within the project setup, driving enhancements without prompting.
• Is accountable for the repository of the user organization, including date joined, ID, direct manager, and role, which represents the org chart essential for tool functionality.
• Researches technology improvements that enhance user experience, misuse/fraud prevention, security, efficiency, and quality.

Analytics:

• Regularly updates and maintains the Helpshift Help Centre and workflows to ensure automation processes run smoothly and efficiently.
• Manages user access, group, and queue assignments based on the project roster.
• Administers tools like LMS, QMS, and Knowledge Base to ensure they are correctly set up and maintained.

Communication:

• Clearly articulates ideas and feedback to team members and stakeholders, fostering open dialogue and collaboration.
• Collaborates with the client’s development team and vendor(s) for the CS admin tool’s feedback collection and cascading release notes.
• Ensures 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.

Business:

• Oversees the provisioning and updating of user information, including facilitating onboarding and collaborating on training initiatives.
• Understands the service mindset, ensuring alignment with business objectives and player satisfaction goals.

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.

French version of the job description will be provided soon.

Please be advised that this position requires the successful applicants to be able to effectively communicate in English (both verbally and in writing). This is due to the position requiring constant communication with clients and team members outside of Canada.