Role Description We are looking for a Tier 3 Agent who has customer-facing experience, high-level technical support handling deep network and device isolation, and escalating verified bugs. - Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and solutions. - Handle complex technical and in-game cases with minimal supervision, ensuring high customer satisfaction. - Document solutions and insights into internal and client-facing knowledge bases. - Completely non-scripted problem-solving. - Leverage admin tools to diagnose player issues, detect patterns and escalate bugs or urgent concerns. Analytical Thinking and Process Improvement - Analyze support data to identify trends, root causes and recurring pain points. - Propose and lead initiatives aimed at increasing efficiency, automation and overall support quality. - Generate regular reports and insights on performance, ticket behavior, player sentiment and emerging game issues. - Collaborate with leadership to forecast support demand and evaluate the impact of game changes or events. - Engage in continuous learning and participate in critical thinking workshops, compliance refreshers and feedback sessions. Client and Stakeholder Engagement - Communicate directly and confidently with clients and internal teams at all levels. - Participate in regular syncs with clients to align support operations with game priorities. - Provide structured, data-backed feedback to improve client satisfaction and in-game experience. - Contribute to a feedback loop between players, clients and internal support teams for continuous improvement. Qualifications - Core Requirement: Elevated tech support or IT-level background with strong network troubleshooting skills. - Nice-to-Haves: Prior audio or Wi-Fi specific experience is a plus, but not mandatory. - The Mindset: We are looking for someone who excels at network troubleshooting. - Time Zone: Eastern Standard Time (EST). - Schedule: Monday to Friday. Privacy Agreement 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 .

• User provisioning: Generate credentials and manage access for new users as part of daily onboarding workflows. • Technical troubleshooting: Diagnose and resolve basic issues across the company’s application and end-user devices, primarily remotely. • Database investigation & remediation: Investigate and correct data issues in MariaDB, including querying tables and updating records to resolve discrepancies. • Reporting & automation: Build and maintain Excel reports using PowerQuery and PowerPivot to streamline and automate recurring activities. • Ticket triage & resolution: Manage incoming support requests via JIRA — prioritise, investigate, and close tickets in a timely manner. • Asset management: Track, maintain, and audit company hardware assets. Handle device provisioning, collection, and inventory during periodic office visits.

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences • Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat • Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, attendance and productivity • Become an expert in a specific product area • Contribute to team projects • Give and receive thoughtful feedback on team processes and leadership • Manage other responsibilities as assigned

• Handle customer support inquiries, including advanced technical issues requiring deeper analysis • Review logs, metadata, and internal dashboards to diagnose complex problems • Replicate customer-reported issues in sandbox environments • Troubleshoot integrations, with a strong emphasis on QuickBooks Online (QBO) sync behavior • Assess whether issues represent bugs, user errors, or workflow misunderstandings • Create clear, detailed escalation tickets for engineering with reproduction steps, logs, impact, and hypotheses • Manage multi-step investigations, ensuring timely follow-up with customers • Collaborate with engineering during escalations to provide context and added technical findings • Surface patterns and recurring issues to Product and Engineering • Produce detailed Help Center content focused on technical troubleshooting and integrations