Junior Support Bar Analyst (fixed term contract)

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

We are seeking a technically skilled Junior Support Bar Analyst, with limited experience, to oversee first- and second-line support in Poland.

The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local branch and ensuring our team is providing an efficient and effective service to our internal users.

This is an excellent opportunity for someone 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.

Scope of Responsibilities:

• 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 team members 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 parties.
• Ensure SLAs are met and that our internal users are provided with an high level user experience.
• Ensure that all IT assets in the local office are managed and maintained to an agreed standard.
• Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.

Requirements

• Knowledge of first line support operations.
• Excellent relationship building skills.
• Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.
• Ability to work in a matrix management environment.
• Internships or/and previous work experience in a customer service or Helpdesk role.
• Very good English language skills.
• Very good 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 technologies.
• Good problem-solving and conflict resolution skills.

Benefits

• Medical package
• MyBenefit cafeteria platform
• Employee Assistance Program (EAP)
• No dress code
• Chill zone & beverages and fruits in the office

Privacy Notice
By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.