German Player Support

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.

• 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.