Job Overview

Job Title Player Support Representative

Hiring Organization Pole To Win

Company Website https://www.ptw.com/

Remote Locations Philippines

Job Type Remote, Full-Time

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.

Job 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.

Job Requirements

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.