Player Support Representative (with Technical Support Expertise)

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.