Italian Player Support Advocate | Remote - Part Time

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Company Overview

Pole To Win International, formerly known as PTW, is a prominent global video game development and services provider. The company specializes in offering technical and creative solutions to some of the largest game developers and studios worldwide. Founded in 2009 with over 30 years of experience from its Japanese parent company, the company has expanded significantly and now operates 20 studios across 14 countries in North America, Europe, South America, and Asia. Their extensive range of industry-leading services includes game development, art production, audio production, quality assurance, localization, community management, and datasets. The driving philosophy at Pole To Win International is to deliver unforgettable game experiences that bring stories to life, and they are always in search of passionate individuals to join their global team.

Job Title and Position

The position available is for a Part-Time Italian Player Support Advocate. This role focuses primarily on customer support, where you will represent the brand by providing top-tier support to gamers and loyal customers. The ideal candidate should possess a passionate approach toward customer service, demonstrate calmness under pressure, and embody a proactive attitude with a positive outlook. This job entails working in a dynamic, multilingual environment and requires a commitment to ensuring a seamless and enjoyable customer experience.

Key Responsibilities

As a Player Support Advocate, your key responsibilities will include:

1. Responding to customers' queries efficiently with the aim of delivering a first-time resolution.
2. Providing customer communications with confidentiality, care, and professionalism.
3. Resolving technical issues reported by customers, often through non-voice communication channels but incorporating verbal communications when necessary.
4. Collaborating with a team to achieve shared objectives and ensure exceptional customer care.
5. Maintaining high-quality service standards in all communications.
6. Identifying trends in customer queries to improve service.

Requirements

To qualify for this position, the following requirements must be met:

• Fluency in both Italian and English, both written and spoken.
• Strong attention to detail, communication skills, and proficiency with computers.
• Self-motivation and proactivity, especially within a multilingual team setting.
• Logical thinking and problem-solving capabilities.
• High levels of patience and concentration.
• Experience in PC/console gaming is preferred.
• Basic IT literacy and familiarity with gaming hardware discussions.
• Willing to work multitasking across various communication platforms such as chats, emails, and calls.
• A passion for delivering outstanding customer experiences.

Technical Requirements

Candidates must ensure they meet the following technical specifications:

• A minimum internet speed of 10 Mb/s download.
• At least 4 GB RAM on their computer.
• A 64-bit version of Windows 8 or newer or a recent version of macOS.
• An i5 processor (2.4 GHz or faster) that is a maximum of three years old.
• A monitor that supports at least 1080p Full HD display.
• A webcam and headset for effective communication.
• Access to a separate private workspace with furniture conducive to remote working.

Benefits

Working with Pole To Win International offers many attractive benefits, including:

• Competitive remuneration and holiday allowances.
• Opportunities for team competitions with exciting prizes and a vibrant social calendar.
• A collaborative, supportive environment that embraces diversity and inclusiveness.
• An employee wellbeing programme to promote health and wellness.
• Opportunities for career progression, allowing employees to grow into various advanced roles such as Tier 2 Advocate, Language Specialist, Coach, Team Manager, and more.
• Flexible working schedules in a remote setting that foster a pleasant and relaxed culture.
• Participation in projects with leading technology and creative minds in the industry.

This position is strictly limited to candidates based in Portugal as a requirement for legal and contractual purposes.

This job offer was originally published on himalayas.app