Designation: Game Support Representative –  Dutch and English
Location: Wroclaw, Poland
Experience: 0-6 months of demonstrated customer service-oriented experience.

Requirements:

• Fluency in Dutch and English is a must
• Soft skills/Customer handling skills
• Advanced questioning/probing skills. Knows what to ask and when to ask it.
• Uses effective communication skills and initiative to guide customer contact to the relevant and appropriate resolution
• Regular, consistent, and punctual attendance. The business hours are Monday – Friday from 8 AM to 7 PM CET.
• May require extended hours to address special or unforeseen circumstances, including new product rollouts, support strategies, disaster recovery and other requirements.
• Must have a stable internet connection and the ability to participate in our virtual training and production environment with a video camera.

Computer/keyboard skills:

• Internet browsing and ability to navigate the WWW; proficient with common browsers, like MS Internet Explorer, MS Edge and Google Chrome.

Other Skills:

• Basic knowledge of gaming is preferred. If you are a gamer, that is an added advantage
• Some knowledge of or ability to become adept with features of PlayStation consoles and accessories
• Ability to navigate multiple systems to identify answers and relay information to customers efficiently.
• Ability to follow up via calls or emails in a professional manner if required by customers.
• Attitude to continually learn and take on new information on products and policies and procedures.

Responsibilities of Agents include, without limitation:

• Document all customer contacts in designated tracking systems.
• Use the Knowledge Base Tool to search for customer solutions.
• Utilize all product documentation to provide customers with answers to questions and problem resolution.
• Escalate calls to a designated Provider and/or Escalation Team as per defined escalation procedures.
• Repair/Work Order processing.
• Sales and order processing.
• Perform other tasks and responsibilities as reasonably requested.