German Player Support Advocate - Remote (Full Time and Part-time)

Part-Time German Player Support Advocate

Side (formerly PTW) is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years' experience from our parent company in Japan, Side has since grown to become a global force with 20 studios in 14 countries across North America, Europe, South America, and Asia.

Our industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.

Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.

Side is looking for a Part-Time German Player Support Advocate. As a Player Support Advocate, you'll represent our brand by delivering top-tier support to gamers and loyal customers. We're looking for someone passionate about customer service, calm under pressure, technically inclined, and proactive with a positive "can-do" attitude.

Working in a global, multilingual environment, your goal will be to ensure a seamless and positive customer experience. We provide full training and ongoing support, with clear career progression opportunities, including Tier 2 Advocate, Language Specialist, Coach, Team Manager, Subject Matter Expert, or even Game Master!

Key Responsibilities :

• 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 example).
• 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.

Requirements :

What we offer :