Player Support Advocate

Position: Player Support Advocate

Department: Player Support

Location: Remote, candidates in the CST or EST zone are preferred

Position: 20, full-time

Purpose of the job

As one of ourPlayer Support Advocates, you will be an ambassador for our brand and your role will be to provide 1st line Technical and Customer support to our clients’ customers. You should be calm, technically minded, and have a pro-active and positive "can do" attitude. Your goal will be to make the customer journey as seamless as possible.

Position in the organization

The successful candidate will be part of the existing team within the Player Support department.

Duties and key responsibilities

• Ensuring customers' queries are answered with the aim of a first-time resolution and ensuring 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.
• Resolving all technical issues raised by customers 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. 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 quality.
• Working with your colleagues across the wider customer community to identify any trends in any customer queries.

Requirements

Knowledge, experience and skills

• Excellent attention to detail, strong communication skills, and knowledge of Microsoft Excel.
• Self-motivated, a proactive attitude with the ability to work productively and collaboratively within a 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.
• Be comfortable discussing technical faults/issues relating to game consoles/PCs.
• Experience of someone IT literate, with a tech-savvy mind, or comes from a technical IT PC support background.
• Our Advocates must be able to multi-task, ensuring an amazing-accurate service is provided 100% of the time.

Qualifications

A bachelor’s degree in a relevant subject area would be an advantage.

Additional information

Flexibility to work unsociable hours to mirror 9am-6pm PST

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.

Benefits

Competitive Salary

Medical, Dental, Vision, 401k with matching

Who we are 

PTW is a global games services company, providing technical and creative services to many of the largest developers and studios around the world. Founded in Japan in 1994, PTW has grown to become a global force in the gaming industry, with over 40 studios in 16 countries worldwide and offices across North America, Europe, South America, and Asia.  

Our industry-leading services include art production, game development, quality assurance, player support, community management, localization, localization QA, audio production, and data collection. The PTW family of brands includes SIDE, 1518 Studios and Ghostpunch Games. For more information, visit www.ptw.com.