Player Support Shift Lead (Internal Recruitment)

Keywords Studios
October 07, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A

Under the supervision of the Team Lead, the Senior Agent / Shift Lead will supervise and advise about more complex aspects of the customer support agent role. The Senior Agent / Shift Lead will act as an intermediary during communications between agents and their hierarchic superiors. The Senior Agent / Shift Lead is an expert in customer support and is autonomous in its work. When the workload requires it, the Team Lead can rely on the Senior Agent / Shift Lead to assist in different management tasks such as revision, validation, and internal communications and also team planning.


Duties and Responsibilities:

  • To be involved in establishing the proper documentation for agents' training
  • To communicate best practices to customer support agents
  • To assist the Team Lead in new customer support agents training
  • To offer mentoring to agents that are less familiar with a project/team
  • To help integrate new agents on a project
  • To assist the Team Lead in a wide range of administrative tasks when required
  • Submitting quality control reports
  • Creating customer support reports
  • Assisting agents setting-up their workstation
  • To support clients' relations when required;
  • To lead discussions on improving the service and the team wellness;
  • To act as a filter and coordinate small requests;
  • To answer small requests form customer support agents
  • Technical Skills

  • Good knowledge of the MS Office Suite;
  • Behavioral Skills:

  • Excellent proficiency in their first language (oral and written);
  • Really good proficiency of English language
  • Excellent communications skills;
  • Ability to easily adapt in a constant evolution environment;
  • High autonomy;
  • Attention to details;
  • Good time management skills;
  • Easy to approach and sociable;
  • Proactive and able to manage priorities;
  • Strong interpersonal skills.
  • Work Experience:

  • Experience in a customer support environment;
  • Basic informatics skills;
  • Passion for customer support;
  • Knowledge of the video game business
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