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. You will ensure timely and accurate responses to customer queries, resolve technical issues, and maintain a high level of service. This remote position requires excellent communication and problem-solving skills, experience with gaming consoles/PCs, and a proactive attitude. The ideal candidate will be comfortable working in a dynamic team environment and possess strong attention to detail. Flexibility to work unsociable hours to mirror 9am-6pm PST is required. Competitive salary and benefits including medical, dental, vision, and 401k with matching are offered.

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 flexibility to work unsociable hours to mirror 9am-6pm PST
• 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
• Have 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

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

A bachelor’s degree in a relevant subject area

Benefits

• Competitive Salary
• Medical, Dental, Vision, 401k with matching