Side Romania is looking for a Full-Time German Player Support Advocate Tier 1. You will represent our brand by delivering top-tier support to gamers and loyal customers, ensuring a seamless and positive customer experience in a global, multilingual environment.
What You'll Do
- Deliver high-quality customer support via email, chat, and phone for inquiries related to technical issues, gameplay, and billing.
- Ensure all communications reflect accuracy, professionalism, and attention to detail.
- Manage support tickets in German and utilize translation tools or collaborate with colleagues for other languages.
- Provide translations upon request to support internal and external communication needs.
- Track and manage multiple customer queries, analyze reported issues, leverage knowledge bases, and conduct independent research to resolve concerns.
- Diagnose software and hardware issues and provide appropriate troubleshooting steps and solutions.
- Identify recurring issues and trends, and proactively share feedback with supervisors to improve processes and customer experience.
- Create, edit, and maintain client accounts using company-approved tools and systems.
- Adhere strictly to client escalation procedures and ensure comprehensive troubleshooting prior to escalation.
- Perform additional customer support-related tasks as required to meet operational needs.
- Maintain focus on work-related activities during scheduled hours.
- Contribute to team efficiency by supporting process improvements and collaborating to ensure smooth operations.
- Comply with all established workflows, procedures, and guidelines.
- Accurately report completed work and timekeeping records in accordance with company standards.
- Assist colleagues in aligning with current procedures and workflows to maintain consistency across the team.
- Actively report any issues that may hinder normal workflow or impact service delivery.
What We're Looking For
- Fluency in German & English (reading & writing).
- 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.
- Ability to multitask across chats, emails, and calls while maintaining accuracy.
- Passion for helping and delivering the best customer experience.
- Candidate must be based within Romania.
Nice to Have
- Experience with PC or console gaming.
- Comfortable discussing technical issues related to gaming hardware.
- IT literacy, tech-savviness, or experience in Customer Service or Technical Support.
Team & Environment
You will join a global, multi-lingual team of passionate gamers. There are opportunities for progression to Tier 2 Advocate, Language Specialist, Coach, Team Manager, Subject Matter Expert, or Game Master.
Benefits & Compensation
- Full training and ongoing support.
- Attractive remuneration and holidays.
- Regular team competitions with great prizes.
- Inclusion into an extensive social calendar.
- A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability.
- Dedicated employee wellbeing programme.
- Regular progression opportunities.
- Remote or home working with flexible working schedules.
- Fun environment and a relaxing culture.
- Opportunity to work with leading technology and creative minds in the world.
- Working with a global multi-lingual workforce with superb training and promotion opportunities.
Work Mode
This is a full-time, remote position. Candidates must be based in Romania.
We are a supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability.
