Customer Support - Tier 1

Tier 1 - Support - Job Description

PTW is looking for Customer Support Agents with a passion for video games!

Are you a gamer at heart? Do you have great communication and computer skills? Are you a team player, motivated to learn and grow? This is your opportunity to join a global company and contribute to the lifecycle of some of the most popular games in the world! Your primary responsibility includes helping troubleshoot and solve issues via live chat or email to help a player who might be having trouble with their in-game experience or profile.

What you'll be doing:

• Helping with software and hardware issues, using our in-house tools to help customers solve in-game issues.
• Assisting customers with application installations and updates; configurations; general network troubleshooting.
• Identifying, correcting, or advising on issues in customer computer systems or consoles.
• Identifying any patterns in the problems and escalating for bug examinations.
• Multitasking between multiple chat windows but being able to craft responses using correct grammar, spelling, and punctuation.
• Working in a teamwork structure to make sure we are solving the issues quickly and correctly.

**This position will be fully remote, requiring a working computer and internet connection.**

• Ability to problem solve while being able to keep the customer calm and informed throughout the troubleshooting process.
• 1-3 years of Technical Support Customer Service experience - experience in a high-volume contact center a plus!
• Solid working knowledge of computers, technical hardware, software, gaming consoles, and networks.
• Exceptional written and verbal communication skills.
• Exceptional soft skills and the ability to show empathy.
• Strong work ethic, multi-tasking skills, and adaptability.
• Team players.
• Open availability - Evenings and Weekends.
• Ability to work from home with stable internet connection and computer.

• The opportunity to join a creative, dynamic and fun culture.
• Flexible schedule
• Remote work
• Paid Sick Leave
• Retirement Plan Eligibility

PTW is a leading global provider of Customer Experience, Quality Assurance, Localization, Engineering and Audio Production services, to key software and technology-focused markets including games, interactive entertainment media, education, e-commerce and internet of things.

For over 20 years, we've delivered great results for our clients. Our main aim is to advance their businesses and enhance their customer's' satisfaction. We're dedicated to helping every client develop the best products and consumer experiences possible. We believe in partnerships and collaboration, and as such the journey is shared, and the successes are too.

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