PTW

Player Support Representative


PayCompetitive
LocationMakati/National Capital Region
Employment typeTemporary

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  • Job Description

      Req#: 425B2998AE

      As a Tier-1, you will be part of a team providing chat and email support for gamers by maintaining positive, empathetic, and professional attitude towards players and delivering high level of experience.

      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, troubleshoot effectively, provide accurate information, and follow 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.
      • To maintain 8-hour working shift (including night & weekend shifts fairly divided between all 24/7 team members) while strictly maintaining schedule adherence. (40 hours per week)
      • Maintain an average handle time of 8 minutes on email and 12 minutes on chat.
      • Handle up to three concurrent chats while working on chat channel.
      • To deliver 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 process.


      Minimum Technical Requirements for this job include:

      • Windows/Apple laptop or desktop
      • Latest processor and operating system
      • Minimum of 4 GB RAM
      • Microphone and audio enabled
      • Internet speed: 20 mbps or higher

      Ideal candidates must have the following:

      • Strong written & verbal communication skills.
      • Full proficiency in English languages.
      • Logical, analytical, and reasoning skills.
      • Fair knowledge about gaming and gaming platforms such as Xbox, PlayStation, Nintendo & PC.
      • The flexibility to work in rotational shifts (day/night shifts) and rotational week offs.
      • The willingness to adapt to our working style and method.
      • Good computer skills and fair networking knowledge.
      • A positive, empathetic, and professional attitude towards players at all times.
  • About the company

      Pole To Win (PTW) is the premier global provider of QA, engineering, customer experience, localization and audio production services to video games, software and technology clients worldwide.