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.
