Player Support Advocate

PTW; Charleston (SC); Remote; USD 40,000 - 60,000; Full time

Job summary

Join a leading global video game development company as a Player Support Advocate. You'll provide first-line technical and customer support, ensuring a seamless customer journey. The role requires excellent communication skills, attention to detail, and a proactive attitude. This is a full-time remote position, ideal for candidates in the PST zone.

Benefits

Competitive Salary

Medical Insurance

Dental Insurance

Vision Insurance

401k with Matching

Qualifications

• Experience with gaming consoles and/or PC gaming.
• Ability to multi-task and provide accurate service consistently.

Responsibilities

• Answer customer queries aiming for first-time resolution.
• Resolve technical issues through fault finding and appropriate solutions.
• Collaborate with colleagues to identify trends in customer queries.

Skills

Attention to Detail

Communication

Analytical Skills

Proactive Attitude

IT Literacy

Education

Bachelor’s Degree

Tools

Microsoft Excel

Job description

Join to apply for the Player Support Advocate role at PTW.

Position: Player Support Advocate

Department: Player Support

Location: Remote, candidates in the PST zone are preferred

Position type: Full-time

Purpose of the job

As a Player Support Advocate, you will be an ambassador for our brand, providing 1st line Technical and Customer support to our clients’ customers. You should be calm, technically minded, and proactive with a positive "can do" attitude. Your goal is to make the customer journey as seamless as possible.

Position in the organization

You will be part of the existing team within the Player Support department.

Duties and Key Responsibilities

• Answer customer queries aiming for first-time resolution with attention to detail, care, and professionalism.
• Respond to queries within response time targets, prioritizing solutions.
• Resolve technical issues through fault finding and appropriate solutions, communicating via non-voice channels and phone when necessary.
• Work effectively within a dynamic team, ensuring excellent customer care.
• Maintain a high-quality, dedicated service focused on exceptional responses.
• Collaborate with colleagues to identify trends in customer queries.

Requirements

Knowledge, Experience, and Skills

• Excellent attention to detail, strong communication skills, and knowledge of Microsoft Excel.
• Self-motivated with a proactive attitude, able to work collaboratively.
• Logical, methodical approach with good analytical skills.
• Patience, perseverance, and good concentration.
• Experience with gaming consoles and/or PC gaming.
• Comfort discussing technical faults/issues related to game consoles/PCs.
• IT literacy, tech-savvy, or background in technical IT support.
• Ability to multi-task and provide accurate service consistently.

Qualifications

A bachelor’s degree in a relevant subject is advantageous.

Additional Information

Flexible to work unsociable hours matching 9am-6pm PST.

PC Requirements

• Internet speed minimum 10 Mb/s download and 1.7 Mb/s upload.
• At least 4 GB RAM.
• Running Windows 10 64-bit or recent macOS.
• At least an i5 processor (2.4 GHz or faster), max 3 years old.
• 1080p Full HD display, external monitors acceptable.
• Smartphone for two-factor authentication (Android 9+/iOS 15+).
• Own Webcam, headset, and computer.
• Private working area with comfortable furniture.

Benefits

Competitive salary, medical, dental, vision, 401k with matching.

About Side

Side (formerly PTW) is a global video game development and services provider, with over 40 studios worldwide, offering services like codev, art, localization, QA, player support, and more. Founded in Japan in 1994, it has a significant global presence. Visit www.side.inc for more information.