Side Romania is hiring a full-time Italian Player Support Advocate to represent our brand by delivering top-tier support to gamers. You'll ensure a seamless and positive customer experience by managing inquiries across multiple channels in a global, multilingual environment.
What You'll Do
- Deliver high-quality customer support via email, chat, and phone for technical issues, gameplay, and billing inquiries.
- Manage support tickets in Italian, utilizing translation tools or collaborating with colleagues to assist in other languages when needed.
- Diagnose software and hardware issues, providing appropriate troubleshooting steps and solutions.
- Track and manage multiple customer queries, analyzing reported issues and leveraging knowledge bases to resolve them effectively.
- Identify recurring issues and trends, proactively sharing feedback with supervisors to improve processes.
- Create, edit, and maintain client accounts using company-approved tools and systems.
- Adhere strictly to client escalation procedures, ensuring thorough troubleshooting before escalation.
- Accurately report completed work and timekeeping records in accordance with company standards.
- Assist colleagues in aligning with current procedures and workflows to maintain team consistency.
- Actively report any issues that may hinder normal workflow or impact service delivery.
What We're Looking For
- Fluency in Italian and English (reading and writing).
- Strong attention to detail, excellent communication, and solid computer skills.
- Self-motivated, proactive, and collaborative in a multilingual team environment.
- Logical, methodical thinking with proven problem-solving skills.
- Patience, perseverance, and high concentration levels.
- Ability to multitask across chats, emails, and calls while maintaining accuracy.
- Genuine passion for helping others and delivering the best customer experience.
- Candidate must be based within Romania.
Nice to Have
- Experience with PC or console gaming.
- Comfort discussing technical issues related to gaming hardware.
- IT literacy, tech-savviness, or prior experience in Customer Service or Technical Support roles.
Team & Environment
You'll join a global, multilingual environment with clear career progression opportunities including paths 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 holiday allowance.
- Regular team competitions with great prizes.
- Inclusion into an extensive social calendar.
- Collaborative teamwork with people from all around the world, of different nationalities and languages.
- A supportive community inclusive of LGBTQ+ individuals, and any age, ethnicity, religion, or disability.
- Dedicated employee wellbeing programme.
- Regular progression opportunities.
- Remote/homeworking with flexible working schedules.
- Fun environment and a relaxing culture.
- Opportunity to work with leading technology and creative minds in gaming.
- Learn as you work and be part of something that changes the face of gaming.
- Working with a global multi-lingual workforce with superb training, promotion, and progression opportunities.
Work Mode
This is a fully remote, full-time position open to candidates based within Romania.
We are a supportive community inclusive of all backgrounds and care deeply about the wellbeing and empowerment of our people.
