Robot Master - Customer Service

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

As a Robot Master, you'll work with cutting-edge technology to support autonomous vehicles (robots) in their day-to-day operations at customer sites, primarily warehouses. Your main responsibility will be to operate a remote tool, ensuring the continuous and safe operation of the robots. Utilizing surrounding cameras and remote tool indicators, you'll make decisions about whether the robot can proceed safely or if interventions are necessary to help it complete its assigned missions.

We're looking for individuals who are passionate about technology and excel as team players with a strong work ethic. You should be able to work independently, multitask effectively, and make sensible decisions under pressure. Maintaining a high level of focus throughout your entire shift is essential.

If you enjoy working with innovative technology and you want to expand your experience beyond gaming, hit the apply button!

Requirements

Business

• Meet or exceed departmental adherence goals by regularly completing assigned tasks in a timely and accurate manner.
• Take initiative in assisting internal teams with project-related requests.
• Manage time effectively and responsibly, prioritizing tasks based on urgency and importance.

Leadership

• Help train new agents by shadowing and providing guidance.
• Identify critical issues and escalate to direct manager/next level as required.
• Coordinate with colleagues to ensure there is always coverage at each site.

Analytics

• Utilize remote control tools to constantly monitor and assist with robot navigation at designated sites, which operate 24/7 with varying hours.
• Ensure continuous support to designated sites, proactively identifying and addressing issues to avoid disruptions to production.
• Identify opportunities to streamline customer/robot operations and make recommendations.

Communication

• Provide exceptional customer support experience to customers.
• Document accurate details of robot operations and report daily status during Daily Shift calls.
• Create tickets for any issues encountered and escalate to Tier 2 support team members, if necessary.
• Follow established escalation processes to ensure timely resolution of issues.

• Good proficiency in English
• Demonstrated accountability and reliability
• Strong spatial orientation skills and attention to details
• Collaboration and teamwork abilities
• Critical thinking and problem-solving skills
• High level of autonomy but also ability to follow technical instructions
• Ability to learn and adapt to new technologies
• Proactivity and ability to prioritize tasks
• Valid driving license and warehouse experience (plus)
• Experience with RTS, 2D/3D simulators, and racing games (plus)

Benefits

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

• We propose an employment contract. 
• We want you to work comfortably - so we offer remote work with necessary equipment and the possibility of visiting our brand-new office at the Global Office Park in Katowice! (PS. Did we mention we even have a slide…?)
• We want you to stay healthy and happy - so we offer the attractive benefits package including: private medical care option, MyBenefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services.
• We want you to grow with us - so we offer professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates.
• We want you to make an impact - so we have the Employee referral program - you can invite your friend to become a fellow Keywordian and get the prize!
• We want you to have fun - so we organize company parties with delicious food and lots of attractions at Global Office Park - last year we organized i.a. End-Of-Year Party, Halloween and Open Day for our friends & family. This year we also hosted KeywordsCon - our very first video game convention! We prepare plenty of activities, competitions and even gaming tournaments for employees with awards + occasional company gifts as well!
• We want you to be a part of our community - so we offer the unique chance to take a look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world!

• You send us your application with your updated resume.
• After reviewing your candidacy, we invite you to our online language assessment (English) to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation and keep your phone close!
• Once you submit your test, the assessment will take approximately several days to be evaluated.
• If you successfully pass the test - we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with a Team Lead or an Operations Manager.
• At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

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.

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Role Information: EN

Studio: Keywords Studios

Location: Europe, Poland

Area of Work: Player Engagement

Service: Engage

Employment Type: Full Time, Permanent

Working Pattern: Remote

COMPANY PROFILE

Established in 1998 and floated on the London Stock Exchange’s AIM in 2013, Keywords(KWS) is the world’s leading provider of technical and creative services to the global video games market. Our 12,000 employees in 70+ Studios in 26 countries provide graphic art asset production, game development, audio, testing, localization and customer support services to most of the leading video game developers and publishers. We have a proven track record of organic and acquisition-led growth and have successfully acquired and integrated 50+ acquisitions since 2014.

People who work at Keywords are passionate, talented, committed and resourceful. As a business we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 70 global studios or working together virtually.

We empower people to perform to the best of their ability with our “can do” attitude. We appreciate and embrace flexibility. We learn at every opportunity to grow ourselves through experience, training and tackling new challenges.

This is what makes us Keywordians.

https://www.keywordsstudios.com/