As a Tier-1, you will be part of a team providing chat and email support for gamers by maintaining positive, empathetic, and professional attitude towards players and delivering high level of experience.
Responsibilities:
- Promptly respond and help players with their questions, queries, and problems either via email and/or chat.
- Resolve player complaints and problems by quickly identifying the issue, troubleshoot effectively, provide accurate information, and follow up to ensure correct resolution.
- Explain and guide customers through product features and functionalities.
- Stay focused on the quality by ensuring consistency and adherence to high standards.
- Communicating, coordinating & collaborating with team members and colleagues to provide customers with best possible solution to their problem.
- To maintain 8-hour working shift (including night & weekend shifts fairly divided between all 24/7 team members) while strictly maintaining schedule adherence. (40 hours per week)
- Maintain an average handle time of 8 minutes on email and 12 minutes on chat.
- Handle up to three concurrent chats while working on chat channel.
- To deliver customer satisfaction level of 70% or above.
- Participate in daily pre-shift huddles/meetings to remain up to date with any changes in policies and process.
Minimum Technical Requirements for this job include:
- Windows/Apple laptop or desktop
- Latest processor and operating system
- Minimum of 4 GB RAM
- Microphone and audio enabled
- Internet speed: 20 mbps or higher
Ideal candidates must have the following:
- Strong written & verbal communication skills.
- Full proficiency in English languages.
- Logical, analytical, and reasoning skills.
- Fair knowledge about gaming and gaming platforms such as Xbox, PlayStation, Nintendo & PC.
- The flexibility to work in rotational shifts (day/night shifts) and rotational week offs.
- The willingness to adapt to our working style and method.
- Good computer skills and fair networking knowledge.
- A positive, empathetic, and professional attitude towards players at all times.
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.
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