Technical Support

4 weeks ago

Glasgow, United Kingdom (PTW) Pole To Win International Full time

Technical Support
Location: Remote
Contract : 3 Month FTC
Hours : 9-6, Monday - Friday
As Techincal Support, you will be an ambassador for our brand and your role will be to provide world-class support to gamers and loyal customers. 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 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.
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 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 any trends in any customer queries.
Fluency in German & English, particularly reading & writing.
Excellent attention to detail, strong communication skills, and knowledge of Computers.
Be comfortable discussing technical faults/issues relating to game consoles/PCs.
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.
Your computer should run at least a 64-bit version of Windows 10 or newer or a recently released version of macOS.
A (smart)phone usable for two-factor authentication that runs at least:
Android 9 or newer.
Your own separate and private working area with a comfortable table and chair.
You will be working for the pre-eminent global provider of specialist services to the games industry and provided with full training and the opportunity to work on some of the biggest game clients, titles, projects, and tech in the world.
Attractive remuneration, holidays, regular team competitions with great prizes; and inclusion into an extensive social calendar. Our environments thrive with collaborative team-work with people from all around the world, different nationalities, and languages.
A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability. We care about the wellbeing of our employees and have a dedicated employee wellbeing programme. We empower our people and offer regular progression opportunities to ensure our employees flourish.
Remote/Homeworking with flexible working schedules, a fun environment, and a relaxing culture, including the opportunity to work with the leading technology and creative minds in the world.
Working with a global multi-lingual workforce with superb training and promotion and progression opportunities.
PTW is a boutique games services company that provides custom solutions worldwide. We believe in accelerating innovation across the globe. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.
SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. 1518 is known industry wide for world-class art and is also our in-house game and product development studio.
Basically, anywhere in the world, any platform, any genre, we can help come up with a custom solution to make games run better, get to market faster, and enhance the lives of more players.

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