At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the \"go to\" provider of technical services. We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content, empowering our clients to remain lean and agile and to focus on creating the most engaging experiences.
Responsibilities
The successful candidate will be responsible for providing local and frontline support at their locations and will serve as a main point of contact for studio issues while at the same time having a high level of technical knowledge and a high level of customer service across instant messaging, email, telephone and face‑to‑face interactions.
* Act as front line support for local and/or time‑zone based employees
* Serve as the main point of contact for our customers via email, walk‑ups, and chat support
* Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services
* Utilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints
* Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution
* Collaborate with other teams to identify and resolve technical issues
* Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows
* Identify and elevate issues requiring urgent attention to the appropriate parties
* Ensure SLAs are met and that our internal users are provided with an exceptional user experience
* Ensure that all IT assets in the local office are managed and maintained to a high standard
* Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management
* Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization
Requirements
* Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment
* Strong knowledge of first and second line support operations
* Desirable knowledge of ServiceNow and industry trends
* Excellent relationship building skills
* Ability to work in a matrix management environment
* Proven work experience in a customer service or Helpdesk role
* Excellent communication and active listening skills with a customer‑first mindset
* Ability to operate effectively in a dynamic, fast‑paced environment and multitask effectively
* Ability to learn quickly and adapt to new software applications and technologiesExcellent problem‑solving skills
* Strong customer service orientation, with a focus on delivering high‑quality services to employees and stakeholders
Skills And Experience Desidered
* Manage the deployment, configuration, and maintenance of mobile devices, including tablets, smartphones, consoles, Meeting Room solutions (Intune, Autopilot, EMS, MDM, VDI)
* Manage the deployment, configuration and maintenance of user peripherals
* Provide 3rd line support for mobility applications to team members, customers
* Helping Keywords gain compliance in Local and global standards (ISO 27001, Cyber Essentials Plus)
* Collaborate with other stakeholders to ensure application security and data privacy are maintained
* Evaluate emerging technologies and provide recommendations for improving mobility services by closely working with OEMs and vendors
* Develop and maintain technical documentation related to mobility solutions, providing training where needed to other departments on mobility solutions
* Basic knowledge of ITIL process
Benefits
Welfare & Fringe benefit, Language courses incentives, A Company Portal Of Benefits And Discounts.
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