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. 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 and ensuring that all responses are provided with excellent attention to detail, care, and professionalism.
Ensuring queries are responded to within our agreed response times and that all customer communications are dealt with to provide solutions as a priority whilst protecting confidentiality.
Resolving all technical issues raised by customers, particularly via live chat, by carrying out fault finding analysis and offering appropriate solutions that resolve the customer's issue.
Communicating effectively while working within a dynamic team structure with individual and shared team objectives.
Maintaining a world-class, dedicated service, focused on exceptional responses and outstanding quality.
Working with your colleagues across the wider global customer community to identify any 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 attitude 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 skills with patience, perseverance, and good concentration.
Experience in playing consoles and/or PC gaming advantageous.
Comfortable discussing technical faults/issues relating to game consoles/PCs.
Experience in IT literacy, tech-savvy, or coming from a Customer Service, Technical IT/PC support background is advantageous.
Ability to multitask, taking multiple chats, emails, and calls per hour, ensuring accurate service is provided.
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 if successful, create an Upwork account.
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 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:
You will be working for the pre-eminent global provider of specialist services to the games industry with full training and the opportunity to work on some of the biggest game clients, titles, projects, and tech in the world.
Attractive remuneration, holidays, regular team competitions with great prizes; and inclusion into an extensive social calendar.
A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability.
Remote/Homeworking with flexible working schedules, a fun environment, and a relaxing culture.
Learn as you work and be part of something real that changes the face of gaming - forever.
Working with a global multi-lingual 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 connect and bring fun to the world.
Welcome to PTW!
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