Italian Player Support Advocate

23 Hours ago • All levels

Job Summary

Job Description

As a Player Support Advocate, you will be an ambassador for our brand, providing world-class support to gamers and loyal customers. You will be responsible for answering customer queries with attention to detail and professionalism, resolving technical issues, and communicating effectively within a dynamic team. You'll also identify trends in customer queries and maintain a dedicated service focused on exceptional responses. The role involves communicating in Italian and English and requires working UK hours. Full training and ongoing support are provided, with opportunities for advancement.
Must have:
  • Provide world-class support to gamers and loyal customers.
  • Answer customer queries with attention to detail and professionalism.
  • Resolve technical issues and offer solutions.
  • Communicate effectively within a dynamic team.
  • Maintain a dedicated service focused on exceptional responses.

Job Details

Title: Player Support Advocate

Location: Remote | Working From Home

Hours: Full-time, Tuesday - Saturday, 13:30 - 22:00 (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.

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About The Company

We’re a global team of passionate, hard-working, ambitious gamers, whose goal is 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 three decades, providing industry-leading services to every part of the globe.

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