Title : Player Support Advocate
Location: Remote | Working From Home in UK, Philippines, Brazil, Poland, Romania, or Portugal
Familiarisation/Training: Fully Paid
Candidates with a strong passion for games, customer service, technical support, languages, linguistics, translation, localization, Player Support, QA, LQA, or those wanting to gain entry into a fascinating and growing industry, are invited to apply!
Overview:
As one of our Player Support Advocates, you will be an ambassador for our brand and your role will be to provide world-class support to gamers and loyal customers. You should be passionate about customer service, confidently calm, technically minded, and have a pro-active and positive "can do" attitude. Your goal will be to make the customer journey seamless and positive while working with a global operation across multiple languages. You are provided with full training and ongoing support with the opportunity to progress through levels to become either a Tier 2 Advocate, Language Specialist, Coach, Team Manager, Subject Matter Expert, or even a Game Master!
What you'll be doing:
Ensuring customers' queries are answered with the aim of a first-time resolution, with excellent attention to detail, care, and professionalism.
Responding to queries within agreed response times, prioritizing solutions while protecting confidentiality.
Resolving technical issues raised by customers, particularly via live chat, and communicating with customers via telephone when necessary.
Communicating effectively within a dynamic team structure to ensure the best customer care experience.
Maintaining a world-class, dedicated service focused on exceptional responses and outstanding quality.
Working with colleagues across the global customer community to identify trends in customer queries.
Working UK hours and shift patterns.
Requirements
What we're looking for:
Fluency in the language you are applying for & English, particularly reading & writing.
Excellent attention to detail, strong communication skills, and knowledge of computers.
Self-motivated, proactive, with the ability to work productively and collaboratively within a multilingual team.
A logical, methodical approach with good analytical and problem-solving skills.
Excellent observation and attention to detail with patience, perseverance, and good concentration.
Experience in playing consoles and/or PC gaming is advantageous.
Comfortable discussing technical faults/issues relating to game consoles/PCs.
IT literate with a tech-savvy mind, or coming from a Customer Service, Technical IT/PC support background is advantageous.
Ability to multitask, handling multiple chats, emails, and calls per hour while ensuring accurate service.
A desire to help, support, and provide the best customer experience possible.
PC requirements:
An internet speed minimum of 10 Mb/s download and 1.7 Mb/s upload internationally.
A minimum of 4 GB RAM memory.
Your computer should run at least a 64-bit version of Windows 10 or newer or a recently released version of macOS.
An i5 processor (2.4 GHz or faster), or better/similar, max. 3 years old.
A screen with at least a 1080p Full HD display. External monitors are acceptable.
A (smart)phone usable for two-factor authentication that runs at least Android 9 or newer or Apple iOS 15 or newer.
Your own Webcam, Headset, and Laptop/PC.
Your own separate and private working area with a comfortable table and chair.
Applicants Requirements:
Candidates living in the UK, Philippines, Poland, Romania, Portugal, or Brazil must have the Right To Work in that Country (Citizenship, valid working VISA or permit).
All other candidates must have an Upwork profile or create an Upwork account if successful.
All candidates must adhere to confidentiality and security protocols at all times.
All candidates will be required to pass an online language and skills test, including a final competency-based live interview.
All applications should submit their CV in English.
Training
All candidates, whether full or part-time, will complete a mandatory online paid familiarisation course to ensure you have the necessary skills and knowledge to do your role, running Monday to Friday 0900-1730 UK.
Benefits
What we offer:
Working for a global provider of specialist services to the games industry with full training and opportunities to work on major game titles and projects.
Attractive remuneration, holidays, regular team competitions with prizes, and inclusion in an extensive social calendar.
A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability.
Remote/homeworking with flexible working schedules and a fun environment.
Learn as you work and be part of something that changes the face of gaming.
Working with a global multilingual workforce with superb training and promotion opportunities.
Who we are
PTW is a boutique games services company that provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and have grown exponentially year-on-year. Our history is in gaming, and we are still gamers at heart.
In summary, we connect and bring fun to the world.
Welcome to PTW!
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