Italian Player Support Advocate (Full-Time - Remote)

Fluency in Italian & 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. 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 calls while maintaining accuracy. Passion for helping and delivering the best customer experience.

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 the designated language and utilize translation tools or collaborate with colleagues. 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 effectively. 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, ensuring compliance with job responsibilities and company policies. Contribute to team efficiency by supporting process improvements and collaborating to ensure smooth operations. Comply with all established workflows, procedures, and guidelines provided during training and as updated by managers or clients. 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.