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Job details

Part-Time German Player Support

Title: Player Support Advocate

Location: Remote | Work from Home

Hours: Part-Time

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.
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What You Should Know About Part-Time German Player Support, PTW

Are you a gaming enthusiast with a knack for helping others? Join our team as a Part-Time German Player Support Advocate, where you'll be working remotely with a group of passionate individuals at an innovative gaming company. In this role, you’ll have the opportunity to make a real impact by ensuring our customers’ issues are resolved effectively and efficiently, primarily through non-voice communications like live chat and emails. Your dedication to providing world-class service means answering queries with care and precision, while also maintaining confidentiality and adhering to our response times. You'll conduct fault-finding analyses on technical issues, supporting customers as they navigate various challenges with their gaming consoles or PCs. This position calls for a keen attention to detail, excellent communication skills, and the ability to collaborate in a multilingual team. You will also have the chance to build strong relationships with your colleagues globally and contribute towards identifying trends in customer queries. With flexible part-time hours and fully paid training, this is an opportunity to blend your passion for gaming with exceptional customer service. So, gear up and bring your technical know-how, patience, and problem-solving skills to the forefront as we strive to keep our gaming community supported and satisfied!

Frequently Asked Questions (FAQs) for Part-Time German Player Support Role at PTW
What responsibilities does a Part-Time German Player Support Advocate have?

As a Part-Time German Player Support Advocate, your primary responsibilities will involve resolving customer queries with a focus on first-time resolutions. You'll meticulously handle all communications, ensuring they are professional and detailed. Your role also encompasses responding to technical issues raised by customers, particularly through live chat, and occasionally through phone callbacks. Moreover, you will collaborate with other team members to analyze trends from customer interactions, ensuring a holistic approach to player support.

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What qualifications do I need to apply for the Part-Time German Player Support position?

To be considered for the Part-Time German Player Support Advocate role, you should possess fluency in both German and English, especially in reading and writing. Strong analytical and problem-solving skills, along with excellent attention to detail and communication abilities, are crucial. Additionally, having experience in gaming—whether console or PC—is highly advantageous as it helps in understanding customers' technical challenges.

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What kind of training is provided for the Part-Time German Player Support Advocate role?

You will receive fully paid training when you join our team as a Part-Time German Player Support Advocate. This training spans two weeks, during which you'll be immersed in the necessary skills and knowledge to excel in your role, including handling technical queries and customer communications. Training sessions are scheduled from 09:00 to 18:00 GMT, ensuring you are well-equipped before you start supporting our gaming community.

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What equipment is required to work as a Part-Time German Player Support Advocate?

For the Part-Time German Player Support Advocate role, you'll need to have your own equipment that meets specific requirements. This includes a computer running a 64-bit version of Windows 10 or newer or a recent macOS, a minimum of 4 GB RAM, and an i5 processor or better. You will also need a high-speed internet connection, a 1080p Full HD display, and a smart device for two-factor authentication. A comfortable workspace with a webcam and headset is necessary to ensure effective communication.

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How does the remote nature of the Part-Time German Player Support role work?

This position allows you the flexibility to work from home as a Part-Time German Player Support Advocate. You can create your ideal work environment, helping you stay motivated and productive. The remote nature emphasizes the importance of self-motivation, so you can manage your own time while adhering to the agreed response times and maintaining high-quality service.

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Common Interview Questions for Part-Time German Player Support
Can you describe your experience with troubleshooting technical issues?

When answering this question, share specific examples where you successfully resolved technical issues, especially in gaming. Highlight your analytical skills and any methods you used to identify and fix problems, demonstrating your logical and methodical approach.

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How do you prioritize customer queries when faced with multiple issues?

It's crucial to show your ability to assess the urgency of different issues. Discuss how you evaluate customer needs and the level of impact on their gaming experience. Emphasize that you focus on providing fast resolutions to those who are most affected.

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What tools or software do you use for customer support?

In your response, mention any customer support tools or platforms you are familiar with. If you don’t have direct experience, talk about your adaptability and willingness to learn new software quickly, underscoring your technical skills.

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How do you handle difficult customers?

Share a situation where you successfully navigated a confrontation with a difficult customer. Focus on your communication strategies, and the importance of empathy, patience, and understanding in de-escalating situations and finding satisfactory solutions.

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Why do you want to work as a Part-Time German Player Support Advocate?

Convey your passion for gaming and desire to help others within the gaming community. Articulate what excites you about contributing to the team's success and how it aligns with your skills and professional goals.

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Can you give an example of when you went above and beyond for a customer?

Choose a specific example where you not only met but exceeded a customer's expectations. Detail what actions you took and the impact it had on the customer's experience, emphasizing your commitment to excellent service.

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How do you stay updated with the latest gaming trends and technology?

In your response, discuss any gaming resources, forums, or publications you regularly engage with. Mention your proactive approach to continuous learning and how this knowledge informs your customer support.

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What strategies do you employ to manage stress during busy periods?

Emphasize your organizational skills and time management techniques. Discuss methods such as prioritizing tasks and taking short breaks to maintain your focus, thereby maintaining high service standards even during peak times.

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What qualities do you think are essential for someone in player support?

Discuss qualities like patience, empathy, problem-solving skills, and a thorough understanding of the gaming industry. Explain how these traits enhance customer satisfaction and contribute positively to the team atmosphere.

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How would you explain a technical issue to a non-technical customer?

Highlight your ability to simplify complex concepts. Illustrate your approach by providing a real-life example, ensuring you communicate in a friendly and supportive manner that resonates with your audience.

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Part-time, remote
DATE POSTED
December 1, 2024

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