Player Support Advocate Tier 1

Summary

Join PTW, a leading global provider of specialist services to the games industry, as a Player Support Advocate! Work remotely from Romania, providing world-class support to gamers. You'll be responsible for resolving customer queries, troubleshooting technical issues, and ensuring excellent customer service. Full training is provided, and opportunities for advancement are abundant. Enjoy a flexible work schedule, a supportive team environment, and attractive benefits. If you're passionate about gaming and customer service, apply today!

Requirements

• Be fluent in the language you are applying for & English, particularly reading & writing
• Possess excellent attention to detail, strong communication skills, and knowledge of Computers
• Be self-motivated, have a proactive attitude with the ability to work productively and collaboratively within a multilingual team
• Have 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
• Be able to multitask, be comfortable taking multiple chats, emails and calls per hour, ensuring an amazing-accurate service is provided 100% of the time
• Possess a desire to help, support and provide the best customer experience possible
• Candidates living in Romania must have the Right To Work in the Country (Citizenship, valid working VISA or permit)
• Adhere to confidentiality and security protocols, at all times
• Pass an online language and skills test, including a final competency based live interview
• Submit your CV in English
• 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
• Your computer should run 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 comfortable table and chair

Responsibilities

• Ensure customers' queries are answered with the aim of a first-time resolution and ensure that 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 whilst protecting confidentiality
• Resolve all technical issues raised by customers, particularly via live chat, 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, ensuring the best customer care experience is given to all customers
• Maintain a world-class, dedicated service, focused on exceptional responses and excellent, outstanding quality
• Work with your colleagues across the wider global customer community to identify any trends in any customer queries

Preferred Qualifications

• 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 coming from a Customer Service, Technical IT /PC support background

Benefits

• Full training and the opportunity to work on some of the biggest game clients, titles, projects, and tech in the world
• Attractive remuneration, holidays, regular team competitions with great prizes; and inclusion into an extensive social calendar
• A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability
• A dedicated employee wellbeing programme
• Regular progression opportunities
• Remote/Homeworking with flexible working schedules
• A fun environment, and a relaxing culture, including the opportunity to work with the leading technology and creative minds in the world
• Superb training and promotion and progression opportunities
• Fully Paid Familiarization/Training