Player Support Advocate

Summary

Join PTW as a Player Support Advocate and become a brand ambassador, providing first-line technical and customer support to clients. Based remotely (CST or EST preferred), you will ensure seamless customer journeys by resolving queries promptly and professionally. This role involves diverse communication methods, including phone callbacks, and requires strong technical skills and problem-solving abilities. You will collaborate with a dynamic team, maintaining exceptional service quality and identifying customer query trends. The position offers a competitive salary and requires specific PC and software specifications.

Requirements

• Possess excellent attention to detail, strong communication skills, and knowledge of Microsoft Excel
• Be self-motivated, possess a proactive attitude with the ability to work productively and collaboratively within a team
• Employ a logical, methodical approach with good analytical and problem-solving skills
• Possess excellent observation and attention to detail skills with patience, perseverance, and good concentration
• Have experience in playing consoles and or PC gaming
• Be comfortable discussing technical faults/issues relating to game consoles/PCs
• Have experience of someone IT literate, with a tech-savvy mind, or come from a technical IT PC support background
• Be able to multi-task, ensuring an amazing-accurate service is provided 100% of the time
• Have an internet speed minimum of 10 Mb/s download and 1.7 Mb/s upload internationally
• Have a minimum of 4 GB RAM memory
• Use a computer that runs at least a 64-bit version of Windows 10 or newer or a recently released version of macOS
• Have an i5 processor (2,4 GHz or faster), or better/ similar, max. 3 years old
• Have a screen with at least a 1080p Full HD display. External monitors are acceptable
• Have a (smart)phone usable for two-factor authentication that runs at least: Android 9 or newer. Apple iOS 15 or newer
• Have your own Webcam, Headset and Laptop/PC
• Have your own separate and private working area with a comfortable table and chair
• Flexibility to work unsociable hours to mirror 9am-6pm PST

Responsibilities

• Ensure customers' queries are answered with the aim of a first-time resolution and ensure all responses are provided with excellent attention to detail, care, and professionalism
• Ensure queries are responded to within our agreed response times and that all customer communications are dealt with to provide solutions as a priority
• Resolve all technical issues raised by customers by carrying out fault finding analysis and offering appropriate solutions that resolve the customers issue
• Communicate with customers via telephone (call backs for example)
• Communicate effectively while working within a dynamic team structure with individual and shared team objectives
• Ensure the best customer care experience is given to all customers
• Maintain a world class, dedicated service, focused on exceptional responses and excellent quality
• Work with your colleagues across the wider customer community to identify any trends in any customer queries

Preferred Qualifications

• Possess a bachelor’s degree in a relevant subject area
• Reside in the CST or EST zone

Benefits

Competitive Salary