Italian Player Support Advocate

Title: Player Support Advocate

Location: Remote | Working From Home

Hours: Saturday - Wednesday, 08:00 - 16:30 (UK Hours)

Familiarisation/Training: Fully Paid

Candidates with a strong passion for games, customer service, technical support, languages, linguistics, translation, localization, Player Support, QA, LQA, or those wanting to gain entry into a fascinating and growing industry, are invited to apply!

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 Tier 2 Advocate, 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.
• Although you may be working anywhere in the World, all candidates will generally work UK hours and shift patterns.

What we’re looking for:

• 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 advantageous.
• 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 multitask, 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.

Applicants Requirements:

• Candidates must have the Right To Work in that Country (Citizenship, valid working VISA or permit) and will usually be offered a Side Employee Employment Contract.
• All candidates must adhere to confidentiality and security protocols, at all times.
• All candidates will be required to pass an online language and skills test, including a final competency based live interview.
• All candidates must be able to provide their own equipment including laptop / PC, headset, webcam and mobile device compliant with the requirements listed below.
• All applications should submit their CV in English.

PC Requirements

• Processor: Any of the processors below: Windows: Intel Core i5 or higher, 6th generation or newer, Dual-Core or more, 1.7 gigahertz or faster AMD Ryzen 5th generation or newer, Dual-Core or more, 1.5 gigahertz or faster. Mac: Apple Silicon Chip M1 or newer. Intel Core i5 or higher, 6th generation or newer, Dual-Core or more, 1.7 gigahertz or faster
• Memory (RAM): At least 8 GB
• Hard Drive Type: SSD
• Storage: At least 128 GB capacity and 1 GB available storage
• Network Bandwidth: Internet speed of at least 512 kilobits per second (kbps)
• Your own Webcam, Headset and Laptop/PC.
• Your own separate and private working area with a comfortable table and chair.

Computer Software Requirements

• Operating System: Windows: Windows 10 or Windows 11. Mac: macOS Ventura, version 13, 14 or 15 or higher
• Web Browsers: Windows: Microsoft Edge (Chromium Based) or Google Chrome. Mac: Microsoft Edge (Chromium Based) or Google Chrome
• Work Applications: 64-bit preferred, most 32-bit apps supported on Windows

Mobile Device Requirements

• Mobile Device: Android: Any device running Android 10 or higher, Apple: Any device

Training

• All candidates whether full or part time will complete a mandatory online paid familiarisation course to ensure you have the necessary skills and knowledge to do your role, running Monday to Friday 0900-1730 UK. Thereafter you will work on your given shift pattern and have access to continued support. All working hours are UK based.

What we offer:

• You will be working for the pre-eminent global provider of specialist services to the games industry and provided with full training and the opportunity to work on some of the biggest game clients, titles, projects, and tech in the world.
• Attractive remuneration, holidays, regular team competitions with great prizes; and inclusion into an extensive social calendar. Our environments thrive with collaborative team-work with people from all around the world, different nationalities, and languages.
• A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability. We care about the wellbeing of our employees and have a dedicated employee wellbeing programme. We empower our people and offer regular progression opportunities to ensure our employees flourish.
• Remote/Homeworking with flexible working schedules, a fun environment, and a relaxing culture, including the opportunity to work with the leading technology and creative minds in the world.
• Learn as you work and be part of something real that changes the face of gaming - forever
• Working with a global multi-lingual workforce with superb training and promotion and progression opportunities.

About Side:

Side (formerly PTW) is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. 

Founded in Japan in 1994, Side has grown to become a global force in the video games industry, with over 40 studios in 15 countries worldwide and offices across North America, Europe, South America, and Asia. 

Our industry-leading services include codev, art production, localization, audio production, quality assurance, localization QA, player support, community management, and datasets. For more information, visit www.side.inc