Gamer Support Representative with German

Poland
Posted 2 weeks ago

Title: Gamer Support Representative
Experience: 1 to 2 Years
Location: Poland

 

Requirements:

  • Fluency in German 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 roll-outs, support strategies, disaster recovery and other requirements.
  • Must have a stable internet connection with the ability to participate in our virtual training and production environment with a video camera on.

 

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

Job Features

Job CategoryCustomer Support
Job Level1 - 5 Years
Experience1 - 2

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