We are hiring for Player Support Executive, Team Lead and Tier-1.
Team Lead: 1 person
Tier-1: 2 persons
Your responsibilities will be as below:
Tier-1
- Providing customer support and technical issue resolution via email, phone, chat, social media and other online platforms.
- To be able to handle multiple concurrent chat and email interactions while addressing frequent start and stops from incoming phone calls, emails, social media interactions and other online platforms.
- Identifying correcting and advising on technical issues in the customer’s computer, mobile app and/or video game console.
- Identifying trends in customer problems and provide clear feedback/inputs to the team members based on independent testing.
Team Lead
- Managing the day-to-day activities of the team.
- Motivating the team to achieve organizational goals.
- Delegating tasks to team members.
- Conducting training of team members to maximize their potential.
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
- Conducting quarterly performance reviews.
- Contributing to the growth of the company through a successful team.
- Creating a pleasant working environment that inspires the team.
- Proficient in both verbal and written communication skills in Japanese (Kanji) and English.
- Ability to communicate in Japanese via email/chat/phone (required to liaise with Native Japanese-speaking customers).
- Ability to deliver excellent customer service quality utilizing soft skills.
- Able to understand games from a gamer’s perspective and give in-depth gaming and smartphone/apps/PC/console troubleshooting support.
- Ability to solve and analyze information accurately with appropriate speed and guidelines.
- Team player.
- Those with strong interest in games are preferred.
- Opportunities for promotion
- Casual (e.g. T-shirts)
- Medical
- Regular hours, Mondays - Fridays
What We Do
We’re a global team of passionate, hard-working, ambitious gamers, whose goal is always to make every gamer's experience as perfect as possible. We’re dedicated to helping your players, because they’re part of our community too. We’ve been working hard for players, clients, and the games industry for over 26 years, providing industry-leading services to every part of the globe.
We believe great work gets done by teams who love what they do. This is why we approach every solution with an all-minds-on-deck strategy that leverages our global workforce's strength, creativity, and passion.
8,500+ passionate gamers
650+ top developers and publishers as clients
5.3 million hours QA testing
7 year average client partner tenure
2,500+ LQA titles
PTW is a boutique games services company with 40 offices in 11 countries worldwide. Our range of services include quality assurance, localization, customer experience, art production, game development services, and audio production services.
We believe that innovation comes in all sizes, which is why we take on projects of any size and love crafting a custom solution, no matter the scale.
PTW, comprised of global subsidiaries, is a UK-based holding company formed in 2016 under the umbrella of Poletowin Pitcrew Holdings, Inc. which is listed on the 1st Section of Tokyo Stock Exchange as 3657.
The PTW group includes SIDE, 1518 Studios, Entalize, The Game Dev Show, and OR Esports.
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