Polish Player Support Advocate, Side
More information about location
Video game development services
Be an early applicant
Video game development services
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To help studios bring their vision to life and make every gamer's experience as perfect as possible.
Role
Who you are
- You should be passionate about customer service, confidently calm, technically minded, and have a pro-active and positive "can do" attitude
- Fluency in the language you are applying for & English, particularly reading & writing
- Excellent attention to detail, strong communication skills, and knowledge of Computers
- 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 skills
- 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 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
- PC Requirements:
- Processor: Any of the processors below: Windows: Intel Core i5 or higher, 6th generation or newer, Dual-Core or more, 1.7 gigahertz or faster AMD Ryzen 5th generation or newer, Dual-Core or more, 1.5 gigahertz or faster. Mac: Apple Silicon Chip M1 or newer. Intel Core i5 or higher, 6th generation or newer, Dual-Core or more, 1.7 gigahertz or faster
- Memory (RAM): At least 8 GB
- Hard Drive Type: SSD
- Storage: At least 128 GB capacity and 1 GB available storage
- Network Bandwidth: Internet speed of at least 512 kilobits per second (kbps)
- Your own Webcam, Headset and Laptop/PC
- Your own separate and private working area with a comfortable table and chair
- Computer Software Requirements:
- Operating System: Windows: Windows 10 or Windows 11. Mac: macOS Ventura, version 13, 14 or 15 or higher
- Web Browsers: Windows: Microsoft Edge (Chromium Based) or Google Chrome. Mac: Microsoft Edge (Chromium Based) or Google Chrome
- Work Applications: 64-bit preferred, most 32-bit apps supported on Windows
- Mobile Device Requirements
- Mobile Device: Android: Any device running Android 10 or higher, Apple: Any device
What the job involves
- 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
- 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
- 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
- Training:
- 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
Application process
- All candidates must adhere to confidentiality and security protocols, at all times
- All candidates will be required to pass an online language and skills test, including a final competency based live interview
- All candidates must be able to provide their own equipment including laptop / PC, headset, webcam and mobile device compliant with the requirements listed below
- All applications should submit their CV in English
Our take
Video game development is a complex process that requires teams of artists, programmers, testers, voice actors, and other specialists to allow the game to launch successfully. However, sourcing and hiring such specialists and coordinating teams can be a time-consuming task, particularly for cross-platform and multilingual games.
Side (previously PTW) provides cross-platform video game development services for publishers, focused on offering end-to-end services from art production and game development to localization and data collection. The company differentiates itself from similar agencies by focusing heavily on localization, ensuring that every game has been designed to meet QA for localized standards such as slang, culture, holidays, taboos, food, and more.
Whilst Side certainly faces competition from other video game development agencies and freelance service providers, its experience working on high-profile titles like Star Wars Outlaws, and Silent Hill 2 sets it apart. This impressive portfolio puts Side in a position for future success, as it has clearly demonstrated its ability to contribute to the development of major games that meet expectations of players around the globe.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Company HQ
Venice, Los Angeles, CA
Leadership
Deborah Kirkham
(CEO)During their tenure, Side has expanded to over 3,500 employees, achieved double-digit profit growth, and consistently delivered year-over-year success.
Share this job
View 2 more jobs at Side