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German Player Support

German Player Support

1 Month ago • All levels • Administrative

About the job

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Job Description

This role involves providing first-time resolution support to customers in German, primarily through non-voice channels like live chat. Responsibilities include resolving technical issues, ensuring timely responses, maintaining confidentiality, and collaborating with a global team to identify query trends. While mainly non-voice, telephone callbacks may be required. Excellent attention to detail, communication skills, and technical troubleshooting abilities are crucial. The role requires fluency in German and English, and experience with gaming consoles/PCs is advantageous. A two-week paid training period (09:00-18:00 GMT) is mandatory.

Must have:

Fluency in German & English
Excellent communication & attention to detail
Technical troubleshooting skills
Problem-solving & analytical skills
Proactive & collaborative approach

Good to have:

Experience with gaming consoles/PCs

Perks:

Fully paid training
Remote work

Description

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.

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About The Company

PTW

133 Active Jobs

We’re a global team of passionate, hard-working, ambitious gamers, whose goal is always to make every gamer's experience as perfect as possible. We’re dedicated to helping your players, because they’re part of our community too. We’ve been working hard for players, clients, and the games industry for over 30 years, providing industry-leading services to every part of the globe.

We believe great work gets done by teams who love what they do. This is why we approach every solution with an all-minds-on-deck strategy that leverages our global workforce's strength, creativity, and passion.

8,500+ passionate gamers

650+ top developers and publishers as clients

5.3 million hours QA testing

7 year average client partner tenure

2,500+ LQA titles

PTW is a boutique games services company with over 40 offices in 16 countries worldwide. Our range of services include quality assurance, localization, player support, community management, art production, game development, and audio production services.

We believe that innovation comes in all sizes, which is why we take on projects of any size and love crafting a custom solution, no matter the scale.

PTW, comprised of global subsidiaries, is a UK-based holding company formed in 2016 under the umbrella of Poletowin Holdings, Inc. which is listed on the 1st Section of Tokyo Stock Exchange as 3657.

The PTW family of brands includes SIDE, 1518 Studios and Entalize