German Player Support

7 Months ago • All levels • Customer Service

Job Summary

Job Description

This is a Player Support Advocate position with a focus on providing excellent customer service to German-speaking players. You will be responsible for responding to customer queries, resolving technical issues, and maintaining a high level of customer satisfaction. The role is primarily based on non-voice communication, but you will be trained to handle phone calls for callbacks. You will be expected to work collaboratively with a multilingual team and demonstrate a strong understanding of gaming consoles and PCs.
Must have:
  • Fluency in German & English
  • Excellent attention to detail
  • Strong communication skills
  • Knowledge of Computers
  • Self-motivated
  • Proactive attitude
  • Ability to work in a multilingual team
  • Logical and methodical approach
  • Good analytical and problem-solving skills
  • Excellent observation and attention to detail
  • Patience, perseverance, and good concentration
Good to have:
  • Experience playing consoles and/or PC gaming
  • Comfort discussing technical faults/issues related to game consoles/PCs
Perks:
  • Fully Paid Familiarisation/Training

Job Details

Description

Title: Player Support Advocate

Location: Remote | Work from Home

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.

Requirements

  • 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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