Log In
Sign Up
Summary:
- Keywords is a global services platform for video games, utilizing passion for games, technology, and media to provide technical services.
- The company supports content creators and publishers in all phases of interactive content.
- The successful candidate will provide local and frontline support, managing customer inquiries and troubleshooting technical issues across various communication channels.
- The role reports to the Head of Local Support and works closely with teams across offices.
Responsibilities:
- Act as front line support for local and/or time zone based employees.
- Serve as the main point of contact for customers via email, walk-ups, and chat support.
- Respond promptly and professionally to customer inquiries and troubleshoot issues related to products and services.
- Utilize software and databases to diagnose, track, and resolve customer issues.
- Maintain accurate records, including call logs and ticketing systems, to track interactions and issue resolution.
- Collaborate with teams to identify and resolve technical issues.
- Stay up to date with industry trends and provide input for improving Helpdesk workflows.
- Identify and escalate urgent issues to appropriate parties.
- Ensure SLAs are met and internal users are provided with an exceptional user experience.
- Ensure local office IT assets are managed and maintained.
- Ensure compliance with relevant regulations and legislation regarding workplace services, health and safety, and environmental management.
- Work with senior leaders and stakeholders to foster innovation and continuous improvement across the organization.
Requirements:
- Global experience within a business services environment, ideally 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 work experience in a customer service or Helpdesk role.
- Excellent communication and active listening skills with a customer-first mindset.
- Ability to multitask and operate effectively in a dynamic, fast-paced environment.
- Ability to quickly learn and adapt to new software and technologies.
- Strong problem-solving skills.
- A customer service orientation with a focus on delivering high-quality services to employees and stakeholders.
- Manage the deployment, configuration, and maintenance of mobile devices, user peripherals, and meeting room solutions (Intune, Autopilot, EMS, MDM, VDI).
- Provide 3rd line support for mobility applications to team members and customers.
- Help achieve compliancy in local and global standards such as ISO 27001 and Cyber Essentials Plus.
- Collaborate with stakeholders to ensure application security and data privacy are maintained.
- Evaluate emerging technologies and provide recommendations for mobility service improvements.
- Develop and maintain technical documentation and provide training where necessary.
- Basic knowledge of ITIL processes.
Benefits:
- Welfare & Fringe benefits.
- Company portal for benefits and discounts.
- Language courses incentives.
