Title: Player Support Advocate
Location: Remote Working From Home in Portugal
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!
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
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.
What we're looking for:
Fluency in the language you are applying for & English, particularly
reading & writing.
Excellent attention to detail, strong communication skills, and knowledge
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
Excellent observation and attention to detail skills with patience,
perseverance, and good concentration.
Experience in playing consoles and or PC gaming advantageous.
Be comfortable discussing technical faults/issues relating to game
Experience of someone IT literate, with a tech-savvy mind, or coming from
a Customer Service, Technical IT /PC support background is advantageous,
although we provide excellent training and on-going support.
Our Advocates must be able to multitask, be comfortable taking multiple
chats, emails and calls per hour, ensuring an amazing-accurate service is
provided 100% of the time.
All candidates should possess a desire to help, support and provide the
best customer experience possible.
An internet speed minimum of 10 Mb/s download and 1.7 Mb/s upload
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
A screen with at least a 1080p Full HD display. External monitors are
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
Candidates living in the UK, Philippines, Poland, Romania, Portugal or
Brazil must have the Right To Work in that Country (Citizenship, valid
working VISA or permit) and will usually be offered a PTW Employee
All other candidates must have an Upwork profile or if successful, create
an Upwork account. We will help.
All candidates must adhere to confidentiality and security protocols, at
All candidates will be required to pass an online language and skills
test, including a final competency based live interview.
All applications should submit their CV in English.
All candidates whether full or part time will complete a mandatory online
paid familiarisation course to ensure you have the necessary skills and
knowledge to do your role, running Monday to Friday 0900-1730 UK.
Thereafter you will work on your given shift pattern and have access to
continued support. All working hours are UK based.