Player Support Advocate

Position: Player Support Advocate

Department: Player Support

Location: Remote, candidates in the PST zone are preferred

Position: full-time

Purpose of the job

As one of our Player Support Advocates, you will be an ambassador for our brand and your role will be to provide 1st line Technical and Customer support to our clients’ customers. You should be calm, technically minded, and have a pro-active and positive "can do" attitude. Your goal will be to make the customer journey as seamless as possible.

Position in the organization

The successful candidate will be part of the existing team within the Player Support department.

Duties and key responsibilities

• Ensuring customers' queries are answered with the aim of a first-time resolution and ensuring 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.
• Resolving all technical issues raised by customers 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. 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 quality.
• Working with your colleagues across the wider customer community to identify any trends in any customer queries.