German Player Support Advocate

Job reference

• BA4726A01C
• Company Name
• PTW
• Salary
• Competitive
• Location
• Braga, Portugal
• Country
• Portugal
• Industry sector
• Customer Services
• Job start date
• ASAP
• Posted date
• 27/04/2023
• Experience Level
• Junior-Associate
• Job type
• Permanent | Full Time
• Remote / Hybrid
• No

Title : Player Support Advocate

Location : Remote | Working From Home in Portugal

Line of Business :Player Support

Familiarisation/Training : Fully Paid

Overview

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 customers issue. Although the majority of the role is based on non-voice communications, you will be trained and expected to communicate with customers via telephone (call backs for example).
• You will communicate effectively while working within a dynamic team structure with individual and shared team objectives, as it is your responsibility as a team member to ensure the best customer care experience is given to all customers.
• 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 any trends in any customer queries.

Requirements : What we're looking for :

• 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 advantageous.
• Be comfortable discussing technical faults/issues relating to game consoles/PCs.
• Experience of someone IT literate, with a tech-savvy mind, or coming from a Customer Service, Technical IT /PC support background is advantageous, although we provide excellent training and on-going support.

PC requirements :

• An internet speed minimum of 10 Mb/s download internationally.
• A minimum of 4 GB RAM memory.
• Your computer should run at least a 64-bit version of Windows 8 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.
• Mobile or tablet device with at least Android 9 or iOS 15 or newer
• Your own Webcam, Headset and Laptop/PC.
• Your own separate and private working area with comfortable table & chair.

Applicants Requirements : Familiarisation/Training :

• We are building our talent pool for this language and will communicate start dates when roles become available but are looking at July 2023 onwards.

Benefits

What we offer :

• You will be working for the pre-eminent global provider of specialist services to the games industry and provided with 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. Our environments thrive with collaborative team-work with people from all around the world, different nationalities, and languages.
• A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability. We care about the wellbeing of our employees and have a dedicated employee wellbeing programme. We empower our people and offer regular progression opportunities to ensure our employees flourish.
• 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.
• Learn as you work and be part of something real that changes the face of gaming - forever

Who we are : PTW is a boutique games services company that provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.

We have grown rapidly over the past few years and now have 16 sites spanning the globe. The PTW