Player Support Specialist with English (Full-time)

As a Player Support Specialist at Testronic, you will be responsible for handling customer messages through online channels such as chat and email. Your primary tasks will include providing appropriate solutions, following up on customer inquiries to ensure resolution, identifying customer needs to guarantee satisfaction, and building trust through open and interactive communication. You'll play a key role in enhancing the gaming experience for players.

To be a successful Player Support Specialist at Testronic, you should have previous experience in a customer-facing role, alongside a deep passion for video games. Fluency in English (C1/C2 level) is also essential, and as we are looking for someone based in Poland, having good knowledge of the local gaming community can be a plus.

The work environment for a Player Support Specialist at Testronic is friendly, open-minded, and international. You'll be part of a multicultural team, representing a variety of nationalities, which adds a unique flavor to the workplace. This role is fully remote, allowing flexibility while you work in a casual atmosphere, far removed from typical corporate structures.

At Testronic, we prioritize creating an engaging work culture that supports both professional and personal growth. As a Player Support Specialist, you'll be part of a welcoming team that encourages laughter and collaboration. We offer opportunities to level up your career in the gaming industry, along with continued support from your colleagues and management.

Yes, the Player Support Specialist position at Testronic is offered as a full-time role with a casual contract. This structure allows for a flexible working environment while ensuring you are fully committed to providing the best support to our gamers.

When answering this question, focus on your previous customer support roles. Highlight specific tools or channels you have used, any metrics you've achieved (like customer satisfaction ratings), and give an example of a difficult situation you navigated successfully. This showcases your problem-solving skills and your customer-oriented mindset.

To respond effectively, mention the importance of active listening and empathy. Outline your approach to de-escalation, such as acknowledging their feelings, apologizing for their experience, and assuring them you will offer a solution. Providing a specific example where you've resolved a similar issue can strengthen your answer.

Key qualities include excellent communication skills, problem-solving abilities, patience, and a strong understanding of video games. Emphasize that being able to connect with gamers and understand their challenges is crucial to providing exceptional support, and how these qualities will help you excel in the role.

When addressing this question, reflect on your personal passion for gaming and how it aligns with Testronic's mission. Discuss what excites you about the gaming industry, how Testronic’s values resonate with you, and express your eagerness to be part of a team that makes gaming experiences better for everyone.

In your response, discuss your methods of prioritization, such as categorizing inquiries based on urgency and complexity. Mention tools or techniques you use to keep track of customer requests, ensuring that high-priority issues are addressed swiftly while maintaining quality responses for all inquiries.

Share a specific instance where you exceeded expectations for a customer, detailing the situation, the steps you took, and the outcome. This shows your commitment to customer satisfaction and your proactive approach to problem-solving.

Discuss methods such as following gaming news websites, participating in online gaming forums, or playing new releases. Emphasize the importance of staying informed to provide relevant support, which reflects your passion for gaming and your readiness to assist customers with current trends.

Acknowledge that teamwork is essential in providing cohesive and effective support. Discuss how collaborating with colleagues can enhance problem-solving capabilities, share knowledge, and create a better support experience for gamers. Share an example of successful teamwork from your experience, if possible.

Discuss different metrics such as customer satisfaction scores, response times, and resolution rates. Explain how you believe that success not only lies in meeting these metrics but also in making meaningful connections and providing memorable experiences to gamers.

In your answer, highlight that it's okay not to have all the answers immediately. Explain your process for researching solutions, consulting with teammates or resources, and how you would communicate that to the gamer to manage their expectations while ensuring they feel valued.