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
- Processor: Any of the processors below: Windows: Intel Core i5 or higher, 6th generation or newer, Dual-Core or more, 1.7 gigahertz or faster AMD Ryzen 5th generation or newer, Dual-Core or more, 1.5 gigahertz or faster. Mac: Apple Silicon Chip M1 or newer. Intel Core i5 or higher, 6th generation or newer, Dual-Core or more, 1.7 gigahertz or faster
- Memory (RAM): At least 8 GB
- Hard Drive Type: SSD
- Storage: At least 128 GB capacity and 1 GB available storage
- Network Bandwidth: Internet speed of at least 512 kilobits per second (kbps)
Computer Software Requirements
- Operating System: Windows: Windows 10 or Windows 11. Mac: macOS Ventura, version 13, 14 or 15 or higher
- Web Browsers: Windows: Microsoft Edge (Chromium Based) or Google Chrome. Mac: Microsoft Edge (Chromium Based) or Google Chrome
- Work Applications: 64-bit preferred, most 32-bit apps supported on Windows
Mobile Device Requirements
- Mobile Device: Android: Any device running Android 10 or higher, Apple: Any device running iOS 15 or higher
- Mobile Operating System: Android: Android 10 or higher, Apple: iOS 15 or higher
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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.
