For Pooling: Live Chat Support (NON-VOICE and GAMING) · Keywords Studios

Mon, 09 Mar 2026 10:54:34 GMT
Engineering

Keywords Studios · Pasig, Metro Manila, Philippines · hybrid

Join our team as a Player Engagement Agent and serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers.

What are we looking for?

We're looking for a PE Agent with excellent communication skills, flexibility to adapt to various situations and player needs, and accountability and reliability in handling player inquiries and issues. You should have mastery in C1-C2 level language proficiency, with English at B2 level or higher, and experience in supporting a live chat environment.

Responsibilities:

Deliver excellent customer support to players

Investigate and resolve player inquiries promptly through ticketing, email, or chat

Assist internal teams with project-related requests, ensuring smooth collaboration

Play a crucial role in gathering and delivering player feedback according to established procedures

Provide translations when required to ensure seamless communication

Maintain accurate and detailed reports to keep processes streamlined

Ensure prompt escalation of issues following established procedures

Contribute to smoother support processes with personalized macros and knowledge base

Play a part in maintaining high-quality standards through the QC process

Requirements:

Mastery in C1-C2 level language proficiency, with English at B2 level or higher

Excellent communication skills for effective player support

Flexibility to adapt to various situations and player needs

Accountability and reliability in handling player inquiries and issues

Proactivity in identifying and addressing player concerns proactively

Proficiency in navigating knowledge bases for efficient support

Basic troubleshooting skills to assist players with technical challenges

Availability for full-time work, including weekends and holidays, and on different time zones as needed

Able to work onsite for an indefinite period (role will eventually transition to WFH)

Previous BPO experience supporting a live chat environment (plus if you have experience handling 3 chat concurrencies) - must have!

You have some knowledge of the community platforms (e.g. Discord, Slack) - this could be an asset.

Familiarity in PC and console platforms is an advantage!

Benefits:

Non-taxable Allowances

HMO and Life Insurance

Paid Time Offs

Annual Wellness Subsidy