Staff Spotlight: Meet Isis Zidan, Player Support Coordinator at Keywords in Japan

We recently sat down with Isis Zidan, Player Support Coordinator at Keywords Studios in Japan, to discuss her journey into Player Support, diversity in the gaming industry and what it’s like working at Keywords.

What inspired your journey into the Player Support space for video games?

Games, of course! I had been trying to join the gaming industry for some time, but was at a bit of a loss as I was focused very much on technical positions. I then broadened my search and began to look at Customer Support as an entry point and that's how it all started back in 2016.

Describe a normal day for you at Keywords.

That’s actually quite a difficult thing to do as I have a very versatile position!

In a nutshell, my role is to help facilitate communication and operations. Employees get in touch with me when they need support and I help with things related to enrolment, payroll, hardware etc. Player Support Coordinators are engaged in simplifying processes and maintaining consistency. We are also involved in the annual employee evaluations which is a busy time of the year for us.

Keywords in Japan recently participated in the Tokyo Rainbow Pride festival! What did it mean to you to be involved in such an event?

I have attended various Prides, including the one in Tokyo on a number of occasions over the years. I was really hoping we would get involved and it was great to see it happen. These days, more and more companies and local communities are showing their support. It’s a crucial step towards setting a healthier environment for everyone.

Please join us next year!

How important is diversity to the future of Player Support in gaming?

We provide support to players around the world in a variety of languages. We are also here to advise our clients on cultural specificities, it’s not just about translating email templates.

Typically, on a large client project, the team members are working from different parts of the world. So by essence, Player Support’s strength is its diversity and multiculturalism and for me, it’s definitely one of the perks of working here.

With the worldwide gaming industry increasingly promoting inclusivity, how empowering is it for you to witness such growth in this area?

It takes a lot of courage to speak up and point out what’s wrong in a system and I am thankful to everyone that does so. I think it’s good to remember everyone has some degree of bias. With introspection and an open mind, we can ensure no one feels left behind.

What do you like best about working for Keywords Studios?

Working in an international environment for one. I always feel like I learn something new and feel like I have friends pretty much everywhere in the world. As a company, Keywords is very focused on improving quality of life and inclusion. I have seen the evolution and look forward to what’s next.

Tell us an interesting fact about you.

I have (too) many plants! It started as a hobby a few years ago and it’s been getting out of hand...

And finally, what advice would you give to someone considering a career in Player Support or gaming as a whole?

I think some general advice I would give is to be realistic. If your ultimate goal feels out of reach, keep that ambition as motivation and start with something you feel confident about. Also, reach out to people! Don’t be shy in talking to others about what they do and how they got there. More often than not, you will receive a warm welcome and some useful tips for the future.

If you are interested in a Player Support role at Keywords Studios, you can find current open positions on our Careers page.