Player Support, or Customer Experience (CX), is a vital component of any video game support business. Although it isn’t typically a glamorous position, it can often be a rewarding one in unexpected ways. Yuliia Dmytriieva is a Tier 1 Technical Support Representative for PTW, based out of our Glasgow office. In talking about her day-to-day, she shows how, like most of our staff spread across the globe, her Player Support experience is typical in how atypical it is. 

Origin story

“I’ve always been fond of sports and gaming,” says Yuliia. In 2019 this led her to work for bet365, a leading sport betting company based in the UK. “I began as a Customer Support Representative and later became an International Content Translator of both Russian and Spanish in the gaming department.”

Yuliia translated popular Esport games and witnessed thousands of players enjoying them. “I started to realize how interesting the ‘life’ of a video game is,” she relates. “On the one hand I have always been a passionate communicator who’s keen to help people, and on the other hand I’ve been an avid player. So when I came across PTW, I realized that this would be a place where all players are heard, with help from a dedicated team of Player Support advocates.”

The day-to-day

Although the common conception of a customer service team member every day routine is one of dull, repetitive tasks, Yuliia has found a different reality. “Due to the nature of my role, every single day I meet dozens of different people,” she affirms. “They might be from different countries and even continents. They all have their own character and face various technical issues in totally different ways. Some might be angrier than others. Some players are as happy as kids getting a new toy.”

But Yuliia maintains her composure regardless of the emotions of her clients. “The aim of my day-to-day work is to make sure players are enjoying the final product, as the only reason players contact us is because they want to enjoy their favorite games.”

The challenge of changing roles

Just as each day is different than the previous one, Yuliia finds that she wears different hats in her position. “Today I might be a psychologist, tomorrow a teacher, the next day a player’s best friend. It's all about humanity and integrity,” she explains.  

“Every day you can be better, every day you can be taught by players. They teach me a lot because players are driven, passionate, and enthusiastic. It’s always a two-way street. Every day I try to take advantage of the opportunity to learn more about our players.”