Player Support Representative (with Technical Support Expertise)

3 Months ago • All levels • Customer Service

Job Summary

Job Description

The Player Support Representative will provide chat and email customer and technical support for gamers, maintaining a positive and professional attitude. Responsibilities include promptly responding to player inquiries, troubleshooting effectively, providing accurate information, and ensuring correct resolution of issues. Representatives must explain product features, maintain quality standards, collaborate with team members, and adhere to handle time targets. The role also involves participating in daily meetings and maintaining a high level of customer satisfaction. The work schedule is flexible, with shifts available based on preference, and requires a minimum of 8 hours per day. Successful completion of the pre-project training and a nesting period of two weeks are required.
Must have:
  • Troubleshooting product features and functionalities
  • Experience providing technical customer service

Job Details

We are looking for a Player Support Representative with solid technical support experience. As part of a team, the Player Support Representative will provide chat and email customer and TECHNICAL SUPPORT for gamers by maintaining a positive, empathetic, and professional attitude towards players and delivering a high level of experience.

In this role, you'll have the flexibility to choose shifts or time based on your availability.

Service Duration: The service shall span a period of six months

Pre-project Training: You shall undergo a paid training as needed before participating in the project.

Commencement of the Project: Successful completion of the pre-project training period, and a two (2) week nesting period is a must.

Refresher Training: You shall maintain and update your knowledge by participating in refresher training every X weeks/days without any compensation, as a prerequisite for continuing your services with Side.

Work Schedule: Your work schedule will be flexible, with shifts made available for your selection according to your preference. However, you shall agree and understand that the allotment of shifts shall purely be on a first-come, first-served basis. The schedule will be forecasted on a weekly basis from Monday to Sunday, inviting all participating freelancers to self-schedule.

Schedule Changes: While the forecasted schedule may undergo minimal changes (additions or removals), you will be notified promptly of any alterations.

Grab Shift: You shall grab a minimum of 8 hours each day. The minimum requirement will not apply during periods of low service demand. Such period will be determined at the sole discretion of Side.

You are required to submit a BIR registered service invoice every month (You must be a registered Freelancer/Individual Contractor).

Responsibilities:

  • Promptly respond and help players with their questions, queries, and problems either via email and/or chat.
  • Resolve player complaints and problems by quickly identifying the issue, troubleshooting effectively, providing accurate information, and following up to ensure correct resolution.
  • Explain and guide customers through product features and functionalities.
  • Stay focused on the quality by ensuring consistency and adherence to high standards.
  • Communicating, coordinating & collaborating with team members and colleagues to provide customers with best possible solution to their problem.
  • Maintain an average handle time of 8 minutes on email and 12 minutes on chat.
  • Handle up to three concurrent chats while working on a chat channel.
  • To deliver a customer satisfaction level of 70% or above.
  • Participate in daily pre-shift huddles/meetings to remain up to date with any changes in policies and processes.

Qualifications:

  • Understanding of how to troubleshoot product features and functionalities.
  • Experience providing technical-oriented customer service.
  • Ability to conduct research to stay on top of game software and hardware trends.

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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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