Experienced Bilingual Nightshift Spanish Player Support Advocate – Remote Work Opportunity in the Gaming Industry

Introduction to PTW and the Gaming Industry

PTW is a leading boutique games services company that has been at the forefront of innovation in the gaming industry for over 25 years. With a history rooted in gaming and a passion for accelerating innovation globally, PTW has grown exponentially to become a renowned provider of custom solutions worldwide. Our company's mission is to connect and bring fun to the world, and we are committed to making a positive impact on the lives of gamers everywhere. As a global multi-lingual workforce, we thrive on collaborative teamwork, inclusivity, and a culture that empowers our people to flourish.

Job Overview

We are seeking an experienced and passionate Bilingual Nightshift Spanish Player Support Advocate to join our team of dedicated professionals. As a Player Support Advocate, you will be an ambassador for our brand, providing world-class support to gamers and loyal customers. Your goal will be to make the customer journey seamless and positive, ensuring that all customer queries are answered with excellent attention to detail, care, and professionalism. If you are passionate about customer service, confident, calm, and technically minded, with a pro-active and positive "can do" attitude, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Ensuring customers' queries are answered with the aim of a first-time resolution, providing excellent attention to detail, care, and professionalism in all responses.
• Responding to queries within agreed response times, prioritizing solutions while protecting confidentiality and maintaining a world-class, dedicated service.
• Resolving technical issues raised by customers via live chat, fault finding analysis, and offering appropriate solutions to resolve customer issues.
• Communicating effectively within a dynamic team structure, working collaboratively to ensure the best customer care experience is given to all customers.
• Maintaining a logical, methodical approach with good analytical and problem-solving skills, excellent observation and attention to detail, patience, perseverance, and good concentration.
• Working with colleagues across the wider global customer community to identify trends in customer queries and continuously improving the customer experience.

Essential Qualifications

• Fluency in Spanish and English, particularly reading and writing, with excellent attention to detail and strong communication skills.
• Self-motivated, proactive attitude with the ability to work productively and collaboratively within a multilingual team.
• Knowledge of computers, with a logical, methodical approach and good analytical and problem-solving skills.
• Experience in playing consoles and/or PC gaming is advantageous, as well as discussing technical faults/issues relating to game consoles/PCs.
• IT literacy, with a tech-savvy mind, or experience in customer service, technical IT/PC support background is advantageous, although we provide excellent training and ongoing support.

Preferred Qualifications

• Previous experience in a similar role, such as customer support, technical support, or player support, with a proven track record of providing excellent customer service.
• Experience working in a fast-paced, dynamic environment, with the ability to multitask, prioritize tasks, and manage multiple chats, emails, and calls per hour.
• Familiarity with gaming platforms, genres, and technologies, with a passion for staying up-to-date with the latest developments in the gaming industry.
• Strong problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
• Excellent time management and organizational skills, with the ability to work independently and as part of a team.

Skills and Competencies

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.
• Strong analytical and problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
• Ability to work in a fast-paced, dynamic environment, with the ability to multitask, prioritize tasks, and manage multiple chats, emails, and calls per hour.
• Strong attention to detail, with the ability to maintain accuracy and quality in all aspects of work.
• Ability to work independently and as part of a team, with a strong commitment to teamwork and collaboration.

Career Growth Opportunities and Learning Benefits

At PTW, we are committed to the growth and development of our employees. As a Player Support Advocate, you will have the opportunity to progress through levels to become a Tier 2 Advocate, Language Specialist, Coach, Team Manager, Subject Matter Expert, or even a Game Master. You will be provided with full training and ongoing support, with access to continued learning and development opportunities. Our company thrives on promoting from within, and we are dedicated to helping our employees achieve their career goals.

Work Environment and Company Culture

PTW is a remote-friendly company, offering flexible working schedules and a fun, relaxing culture. Our team is inclusive, diverse, and global, with a strong commitment to employee wellbeing and a dedicated employee wellbeing programme. We empower our people to flourish, providing regular progression opportunities and a supportive community that values collaboration, creativity, and innovation.

Compensation, Perks, and Benefits

We offer a competitive salary, attractive remuneration, holidays, and regular team competitions with great prizes. Our employees are also included in an extensive social calendar, with opportunities to participate in company-sponsored events and activities. Additionally, we provide a range of benefits, including remote/homeworking options, flexible working schedules, and a fun, relaxing culture.

PC Requirements

• Internet speed minimum of 10 Mb/s download and 1.7 Mb/s upload internationally.
• A minimum of 4 GB RAM memory.
• Computer running at least a 64-bit version of Windows 10 or newer or a recently released version of macOS.
• An i5 processor (2,4 GHz or faster), or better/similar, max. 3 years old.
• A screen with at least a 1080p Full HD display. External monitors are acceptable.
• A (smart)phone usable for two-factor authentication that runs at least Android 9 or newer, or Apple iOS 15 or newer.
• Your own Webcam, Headset, and Laptop/PC.
• Your own separate and private working area with a comfortable table and chair.

Applicant Requirements

Candidates living in Poland must have the Right To Work (Citizenship, valid working VISA or permit) and will usually be offered a PTW Employee Employment Contract. All candidates must adhere to confidentiality and security protocols at all times. Applicants will be required to pass an online language and skills test, including a final competency-based live interview. All applications should submit their CV in English.

Training and Onboarding

All candidates, whether full or part-time, will complete a mandatory online paid familiarization course to ensure you have the necessary skills and knowledge to do your role. The course will run Monday to Friday, 0900-1730 UK, and thereafter, you will work on your given shift pattern and have access to continued support. All working hours are UK-based.

Conclusion

If you are a motivated, passionate, and customer-focused individual who is looking for a challenging and rewarding role in the gaming industry, we encourage you to apply for this exciting opportunity. As a Player Support Advocate, you will be an integral part of our team, providing world-class support to gamers and loyal customers. With a competitive salary, attractive benefits, and opportunities for career growth and development, this is an opportunity not to be missed. Apply now and take the first step towards a rewarding new role in the gaming industry.

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