PS | German Player Support Advocate - Remote (Full Time)

PS | German Player Support Advocate - Remote (Full Time)

Join to apply for the PS | German Player Support Advocate - Remote (Full Time) role at Side

About the company

Side (formerly PTW) is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years' experience from our parent company in Japan, Side has since grown to become a global force with 20 studios in 14 countries across North America, Europe, South America, and Asia.

Job Description

Side is looking for a Full-Time German Player Support Advocate. As a Player Support Advocate, you’ll represent our brand by delivering
- tier support to gamers and loyal customers. We’re looking for someone passionate about customer service, calm under pressure, technically inclined, and proactive with a positive "can-do" attitude.

Working in a global, multilingual environment, your goal will be to ensure a seamless and positive customer experience. We provide full training and ongoing support, with clear career progression opportunities, including Tier 2 Advocate, Language Specialist, Coach, Team Manager, Subject Matter Expert, or even Game Master!

Key Responsibilities

• Ensuring customers' queries are answered with the aim of a first‑time resolution and ensuring that all responses are provided with excellent attention to detail, care, and professionalism.
• Ensuring queries are responded to within our agreed response times and that all customer communications are dealt with to provide solutions as a priority while protecting confidentiality.
• Resolving all technical issues raised by customers, particularly via live chat, by carrying out fault‑finding analysis and offering appropriate solutions that resolve the customers’ issue. Although the majority of the role is based on non‑voice communications, you will be trained and expected to communicate with customers via telephone (callbacks for example).
• Communicating effectively while working within a dynamic team structure with individual and shared team objectives, as it is your responsibility as a team member to ensure the best customer care experience is given to all customers.
• Maintaining a world‑class, dedicated service, focused on exceptional responses and excellent, outstanding quality.
• Working with your colleagues across the wider global customer community to identify any trends in any customer queries.
• Although you may be working anywhere in the world, all candidates will generally work UK hours and shift patterns.

Requirements

• No experience required. We will train you to succeed in the role.
• Fluency in German and conversational proficiency in English.
• Strong attention to detail, communication, and computer skills.
• Self‑motivated, proactive, and collaborative in a multilingual team.
• Logical, methodical thinking with problem‑solving skills.
• Patience, perseverance, and high concentration levels.
• Experience with PC/console gaming is a plus.
• Comfortable discussing technical issues related to gaming hardware.
• IT literacy, tech‑savviness, or experience in Customer Service/Technical Support is beneficial (training provided).
• Ability to multitask across chats, emails, and minimal calls while maintaining accuracy.
• Passion for helping and delivering the best customer experience.

What We Offer

• You will be working for the pre‑eminent global provider of specialist services to the games industry and provided with full training and the opportunity to work on some of the biggest game clients, titles, projects, and tech in the world.
• Attractive remuneration, holidays, regular team competitions with great prizes; and inclusion into an extensive social calendar. Our environment thrives with collaborative teamwork with people from all around the world, different nationalities, and languages.
• A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability. We care about the wellbeing of our employees and have a dedicated employee wellbeing programme. We empower our people and offer regular progression opportunities to ensure our employees flourish.
• Remote/Homeworking with flexible working schedules, a fun environment, and a relaxing culture, including the opportunity to work with the leading technology and creative minds in the world.
• Learn as you work and be part of something real that changes the face of gaming—forever.
• Working with a global multi‑lingual workforce with superb training and promotion and progression opportunities.

Seniority level

Entry level

Employment type

Full Time

Job function

Other

Industries

Computer Games

Referrals increase your chances of interviewing at Side by 2x