Portuguese Games Customer Support (Part-time)

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Employer: PTW Romania
Domain:
  • Customer Support - Client Service
  • IT Software
  • Administrative Assistance
  • Job type: part-time
    Job level: Student/Graduate
    Location:
  • BUCHAREST
  • Updated at: 19.06.2017
    Remote work: On-site
    Short company description

    Pole To Win was launched in 1994 as Japan's first independent test outsourcing company. We have since grown to become the leading global innovator of quality assurance, technology and language solutions from over 30 locations worldwide.

    Our name is derived from car racing. Pole Position drivers do not compete against other drivers to get ahead. They lead the race and set the bar for others to compete against them.

    Pole To Win mirrors this by approaching our work with proactive planning and quality forethought in the service areas of Quality Assurance, Quality Engineering, Customer Experience, Localization, Talent Acquisition and Audio Production.

    Requirements

    Since 1994, Pole To Win has been providing outsourced Quality Assurance, Customer Experience and Localization Services to the Interactive Media, Internet of Things (IoT), Technology and e-Learning markets. Our service lines include: Quality Assurance, Quality Engineering, Localization, Translation, Customer Experience, Talent Acquisition, Audio Production.

    Pole To Win is expanding our Customer Service team. To be a Customer Service Advocate at Pole To Win you must have a steadfast desire to provide exceptional customer service with each and every customer interaction. Our customer service team provides customer assistance via voice, email, and chat interactions to customers around the world for a number of different product lines. We are devoted to giving our customers incomparable service by demonstrating exceptional listening, problem solving, common courtesies, empathy, and education every time we interact with them.

    An interest in video games and excellent language skills are the most important requirements for the role.

    This role is offered on part-time basis!

    Job Requirements:

    Must have excellent verbal and written communication skills. I.e.: Portuguese
    Must have a stable work history
    Must have a strong work ethic and demonstrate fast assimilation to training
    Must have unwavering integrity
    Must value diversity and be inherently respectful

    Skills required:

    Must be fluent both written and verbally in Portuguese AND English
    Excellent verbal and written communication skills
    Good knowledge of Windows operating systems
    Ability to work as part of a team
    Interest and experience of ‘online gaming’

    Responsibilities

    DUTIES AND RESPONSIBILITIES:

    Providing customer support and technical issue resolution via email, and other electronic communications. (not a call center role, no calls are taken!)
    Identifying software and hardware issues, also user training issues and communicating this distinction of the three to customers and giving them solutions
    To assist in the configuration of customer's hardware and game software to connect to the Internet
    Identifying, correcting or advising on operational issues in client computer systems or video game console
    Identifying trends in customer problems and provide clear feedback based on independent testing
    Providing hints, tips, or recommendations related to video games
    Performing creation, editing, and maintenance of client accounts using company-provided software tools
    Assisting customers with application installations; configurations; installation of software updates and patches
    Provide support via email for inbound customer contacts seeking technical assistance, game play and billing queries
    Carry out research to troubleshoot customers’ technical problems
    Research new resolutions for addition to knowledge database
    Perform any other duties related to technical support as and when required
    Ensure that client escalation procedures are adhered to
    Responsible for providing exhaustive and complete troubleshooting before escalation
    Any other reasonable duties as directed by line manager

    Pole To Win's core values are imbued across our global organization: Reinforced by our actions and our attitudes. Echoed throughout our approach to our operations and our clients. Exemplified by our culture, and most of all, our people. We build people and their careers. We actively turn to team mates for counsel, inspiration, and diverse perspectives. Relationships are built on mutual respect. Personal and professional integrity is our guiding principle. We are honest, authentic, transparent, and ethically sound. Our primary goal is to advance our clients' businesses and their customers' satisfaction. We set the bar for generating imaginative and effective solutions for the most challenging problems. We move with speed and agility. We love what we do. We have unwavering loyalty to our DNA, our culture, our values, and ourselves

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