Player Support Representative - Technical Support
December 13
Description
• Join our team as a Tier-1 Player Support Representative. • You will be part of a team providing chat and email customer and TECHNICAL SUPPORT for gamers by maintaining a positive, empathetic, and professional attitude towards players and delivering high level of experience. • In this part-time role, you'll have the flexibility to choose shifts or time based on your availability. • Service Duration: The service shall span a period of six months. • Pre-project Training: You shall undergo a paid training as needed prior to participating in the project. • Refresher Training: You shall maintain and update your knowledge by participating in refresher training every X weeks/days without any compensation. • Work Schedule: Your work schedule will be flexible, with shifts made available for your selection according to your preference. However, you shall agree and understand that the allotment of shifts shall purely be on a first come-first served basis. • Schedule Changes: While the forecasted schedule may undergo minimal changes, you will be notified promptly of any alterations. • Grab Shift: You agree to grab a minimum of 6 to 8 hours daily or a total of at least 30 to 40 hours weekly. • Successful completion of the pre-project training period, and one (1) week nesting period is a must. • 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 to provide customers with best possible solution. • 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.
Requirements
• Minimum Technical Requirements for this job include: • Windows/Apple laptop or desktop • Latest processor and operating system • Minimum of 8 GB RAM • Microphone and audio enabled • Available free USB port • 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 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.
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