Title: Player Support Advocate
Location: Remote | Work from Home
Familiarisation/Training: Fully Paid
Start Date: December - January
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. Although most of the role is based on non-voice communications, you will be trained and expected to communicate with customers via telephone (callbacks for example).
- Maintaining a world-class, dedicated service, focused on exceptional responses and excellent, outstanding quality.
- Working with your colleagues across the wider global customer community to identify trends in customer queries.
- 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, a 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 is advantageous.
- Be comfortable discussing technical faults/issues relating to game consoles/PCs.
- Be able to attend two weeks full-time training held between 09:00 - 18:00 GMT.
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.
- 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.
What We Do
We’re a global team of passionate, hard-working, ambitious gamers, whose goal is always to make every gamer's experience as perfect as possible. We’re dedicated to helping your players, because they’re part of our community too. We’ve been working hard for players, clients, and the games industry for over 26 years, providing industry-leading services to every part of the globe.
We believe great work gets done by teams who love what they do. This is why we approach every solution with an all-minds-on-deck strategy that leverages our global workforce's strength, creativity, and passion.
8,500+ passionate gamers
650+ top developers and publishers as clients
5.3 million hours QA testing
7 year average client partner tenure
2,500+ LQA titles
PTW is a boutique games services company with 40 offices in 11 countries worldwide. Our range of services include quality assurance, localization, customer experience, art production, game development services, and audio production services.
We believe that innovation comes in all sizes, which is why we take on projects of any size and love crafting a custom solution, no matter the scale.
PTW, comprised of global subsidiaries, is a UK-based holding company formed in 2016 under the umbrella of Poletowin Pitcrew Holdings, Inc. which is listed on the 1st Section of Tokyo Stock Exchange as 3657.
The PTW group includes SIDE, 1518 Studios, Entalize, The Game Dev Show, and OR Esports.
