Part Time German Player Support Advocate

1 Month ago • All levels

Job Summary

Job Description

As a Player Support Advocate, you will provide world-class support to gamers. You should be passionate about customer service, technically minded, and have a positive attitude. You will be communicating in German and English, ensuring customer queries are answered with attention to detail and professionalism. You'll resolve technical issues, maintain a dedicated service, and work with colleagues to identify trends in customer queries. The role involves non-voice communications, with training for occasional telephone communication. The goal is to make the customer journey seamless and positive. Full training and ongoing support is provided with the opportunity to progress through levels.

Job Details

Title: Player Support Advocate

Location: Remote | Working From Home

Hours: 20 Hours Per Week

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

Side 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 game industry, with over 40 studios in 15 countries worldwide and offices across North America, Europe, South America, and Asia. Our industry-leading services include game development, art production, localization, audio production, quality assurance, localization QA, player support, community management, and datasets. Help us bring stories to the world. Join Side's global team of passionate gamers and contribute to top-notch game development.

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