About us
We are a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. We have been in business for over a decade and have since grown to become a global force with multiple studios across various countries.
Our industry-leading services include game development, art production, audio production, quality assurance, localization, player support, community management, and datasets.
Job Description
We are looking for a Part-Time Russian Player Support Advocate. As a Player Support Advocate, you will 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 attitude.
You will be working in a global, multilingual environment, ensuring a seamless and positive customer experience. We provide full training and ongoing support, with clear career progression opportunities.
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 while 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 quality.
* Working with your colleagues across the wider global customer community to identify any trends in any customer queries.
* All candidates will generally work UK hours and shift patterns.
Requirements
* Fluency in Russian & English (reading & writing).
* Strong attention to detail, communication, and computer skills.
* Self-motivated, proactive, and collaborative in a multilingual team.
* Logical, methodical thinking with problem-solving skills.
* Patience, perseverance, and high concentration levels.
* Experience with PC/console gaming is a plus.
* Comfortable discussing technical issues related to gaming hardware.
* IT literacy, tech-savviness, or experience in Customer Service/Technical Support is beneficial (training provided).
* Ability to multitask across chats, emails, and calls while maintaining accuracy.
* Passion for helping and delivering the best customer experience.
What we offer:
* You will be working for a leading global provider of specialist services to the games industry and provided with full training and the opportunity to work on some of the biggest game clients, titles, projects, and tech in the world.
* A competitive remuneration package, holidays, regular team competitions with great prizes; and inclusion into an extensive social calendar. Our environments thrive with collaborative teamwork with people from all around the world, different nationalities, and languages.
* A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability. We care about the wellbeing of our employees and have a dedicated employee wellbeing programme. We empower our people and offer regular progression opportunities to ensure our employees flourish.
* Remote/Homeworking with flexible working schedules, a fun environment, and a relaxing culture, including the opportunity to work with the leading technology and creative minds in the world.
* Learn as you work and be part of something real that changes the face of gaming forever.
* Working with a global multi-lingual workforce with superb training and promotion and progression opportunities.