Title: Player Support Advocate
Location: Remote | Working From Home
Start: ASAP
Training: Fully Paid Training
Overview
As one of our Player Support Advocates, you will be an ambassador for our brand and your role will be to provide world-class support to gamers and loyal customers. You should be passionate about customer service, confidently calm, technically minded, and have a pro-active and positive "can do" attitude. Whilst working with a global operation across multiple languages, your goal will be to make the customer journey seamless and positive. You are provided with full training and ongoing support with the opportunity to progress through levels to become either a Language Specialist, Coach, Team Manager, Subject Matter Expert, or even a Game Master! You would be communicating in the language you are applying for, and English.
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.
- All candidates will work UK hours and shift patterns.
Requirements
What we’re looking for
- Near-native level fluency in the language you are applying for amp; English, particularly reading amp; 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.
- 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.
- Our Advocates must be able to multi-task, be comfortable taking multiple chats, emails and calls per hour, ensuring an amazing-accurate service is provided 100% of the time.
- All candidates should possess a desire to help, support and provide the best customer experience possible.
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.
- A (smart)phone usable for two-factor authentication that runs at least:
- Android 4.4 or newer.
- Apple iOS 10.0 or newer.
- Your own Webcam, Headset and Laptop/PC.
- Your own separate and private working area with comfortable working equipment
UK | Poland | Romania | Citizens
- Candidates from the UK, Poland or Romania must have the Right To Work (Citizenship or a Working VISA) and will usually be offered an Employment Contract.
Other Global Citizens
- All other candidates must have an Upwork profile or if successful, create an Upwork account. We will help.
Training
- All candidates whether full or part time will complete a mandatory 1-week paid training course, running Monday to Friday 0900-1730 BST. Thereafter you will work on yo