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 so doing we
empower our clients to remain lean and agile, and to focus on creating the
most engaging experiences.
Keywords is trusted and relied upon by many of the world's leading video game
companies to work alongside them during concept, development and live
operations by leveraging the breadth and depth of our industry leading service
lines every step of the way. www. keywordsstudios.com
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
studios issues while at the same time having a high level of technical
knowledge and high level of customer server across instant messaging, email,
telephone and face to face interactions.
This is an excellent opportunity for a Support Bar Analyst with excellent
communication and leadership skills, who is looking to make an impact within a
fast-paced and dynamic environment. This role reports to the Head of Local
Support and will involve working closely with colleagues in other offices to
deliver a seamless service to our users.
Duties and Responsibilities
Full scope of tasks including but not limited to:
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 escalate issues requiring urgent attention to the appropriate
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
Skills and Experience Required
Global experience within a business services environment and ideally video
games development and/or working in a highly technical development
Strong knowledge of first and second line support operations.
Strong 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
Ability to operate effectively in a dynamic, fast-paced environment and
Ability to learn quickly and adapt to new software applications and
Excellent problem-solving and conflict resolution skills.
Strong customer service orientation, with a focus on delivering high-
quality services to employees and stakeholders.