Player Support Representative

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.