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. In doing so, we empower our clients to remain lean and agile, focusing on creating engaging experiences.
Keywords is trusted by many of the world’s leading video game companies to collaborate during concept, development, and live operations by utilizing our industry-leading service lines every step of the way.
The successful candidate will provide local and frontline support at their locations, serving as the main contact for studio issues, with high technical knowledge and customer service skills across instant messaging, email, telephone, and face-to-face interactions.
This is an excellent opportunity for a Support Bar Analyst with strong communication and leadership skills, seeking to make an impact in a fast-paced environment. Please note this is a 12-month fixed-term position.
This role reports to the Head of Local Support and involves working closely with colleagues in other offices to deliver seamless service.
Additional key tasks include liaising with the “End User Experience” team to ensure clients have seamless access to hardware, applications, and data remotely, maintaining security on mobile devices, and standardizing equipment and processes globally.
Full scope of tasks includes but is not limited to:
* Acting as front-line support for local and/or time zone-based employees.
* Serving as the main contact for customers via email, walk-ins, and chat support.
* Promptly and professionally responding to inquiries and troubleshooting related issues.
* Using relevant software and databases to diagnose, track, and resolve issues.
* Maintaining accurate records of interactions and resolutions.
* Collaborating with other teams to resolve technical issues.
* Staying updated on industry trends and contributing to workflow improvements.
* Escalating urgent issues appropriately.
* Meeting SLAs and ensuring a high-quality user experience.
* Managing and maintaining IT assets in the office.
* Ensuring compliance with regulations related to workplace services, health and safety, and environment.
* Collaborating with leaders to foster innovation and continuous improvement.
Skills and experience desired:
* Global experience in a business services environment, preferably in video game development or a highly technical environment.
* Strong knowledge of first and second line support operations.
* Knowledge of ServiceNow and industry trends is desirable.
* Excellent relationship-building skills.
* Ability to work in a matrix management environment.
* Proven customer service or Helpdesk experience.
* Excellent communication and active listening skills, with a customer-first approach.
* Ability to adapt quickly and multitask effectively in a dynamic environment.
* Quick learner with adaptability to new technologies.
* Strong problem-solving skills.
* Customer service orientation focused on high-quality service delivery.
Additional Responsibilities:
* Managing deployment, configuration, and maintenance of mobile devices and peripherals.
* Providing 3rd line support for mobility applications.
* Assisting Keywords in achieving compliance with standards like ISO 27001 and Cyber Essentials Plus.
* Collaborating to ensure application security and data privacy.
* Evaluating emerging technologies and recommending improvements.
* Developing and maintaining technical documentation and training staff.
* Basic knowledge of ITIL processes.
Welfare & Fringe benefits include access to a benefits portal and discounts, and language course incentives.
By applying, you agree to our Applicant Privacy Notice, available at the provided link.
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