[Hiring] Player Support Advocate @PTW
Job Description
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.
Requirements
- 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.
About the company
Established in 1994, we have over 20 years of experience in providing Quality Assurance, Engineering, Voice & Audio Production, Localization, Translation, and Customer Support services. Our linguistic services cover over 40 of the world’s languages.
Originally founded in Japan, we’ve expanded throughout the world and our global footprint now consists of over 35+ studios spanning 11 countries on 3 continents. With our corporate headquarters in San Francisco, USA, and Nagoya, Japan, we have studios in the UK, US, Canada, Romania, Japan, India, Korea, China, Taiwan, Malaysia, and Singapore.
Our people make our company special. We’re brilliant, because our people shine. We’re passionate, because our people love what they do. And we’re innovative, because our people always want to do things better. We’d love you to join us. So why not get in touch?
We’re people focused
We support our people, and create strong relationships founded on mutual respect.
We’re client committed
Our main aim is to advance our clients’ businesses, and enhance their customers’ satisfaction.
We’re innovative
We create unique solutions that are brimming with ideas, backed up by effective problem solving for even the most challenging requirements.