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Urgent! Player Support (Confidential- LATAM) Job Opening In WorkFromHome – Now Hiring SIDE

Player Support (Confidential LATAM)



Job description

Overview

Only Resumes Submitted in English Will Be Considered .

Here at Side, we are seeking a detail-oriented, empathetic, and tech-savvy Player Support Agent to join our growing team.

This role focuses on delivering exceptional support to our gaming community across various platforms and channels.

The ideal candidate has a passion for video games, excellent communication skills, and strong technical troubleshooting abilities.

Responsibilities

  • Diagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow-up.

  • Guide users through product features and functionality.

  • Ensure consistent support quality by adhering to established standards and policies.

  • Collaborate and coordinate with team members to deliver the best possible support outcomes.

  • Maintain an assigned schedule and be available to work night and weekend shifts including holidays, if required.

  • Attend daily huddles/meetings to stay aligned on policy or process updates.

  • Uphold our customer service standards in every interaction.

  • Document recurring technical issues and escalate to the appropriate teams.

  • Share insights with colleagues to continuously improve solutions.

  • Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity.

Technical Skills

  • Troubleshooting Ability: Ability to understand and logically resolve common technical issues faced by players.

  • Identify root causes
  • Recognize when to escalate
  • Multichannel Support: Adaptable in managing support via email, chat, and callbacks.

  • Handle multiple concurrent inquiries
  • Adjust tone and format to suit the support channel
  • Documentation Accuracy: Ability to properly log issues, resolutions, and internal notes.

  • Write detailed, structured notes
  • Record all actions taken on a ticket

Soft Skills

  • Problem Solving: Analyze and evaluate player issues to offer effective solutions.

  • Empathy: Show understanding and care in handling player frustrations.

  • Communication: Deliver responses clearly and concisely.

  • Adaptability: Stay open to learning new policies, games, and tools.

  • Time Management: Manage multiple tickets efficiently while maintaining quality.

Professionalism

  • Player-Focused Mindset: Balance player satisfaction with internal policies.

  • Accountability: Take responsibility and learn from mistakes.

  • Team Collaboration: Work effectively with teammates, QA, and leadership.

  • Security Awareness: Handle player data with confidentiality.

  • Respect & Patience: Remain composed during difficult interactions.

  • Tone Management: Use a friendly yet professional tone in all communication.

Spelling and Grammar

  • English will be required for this role.

  • Clarity and Accuracy: Ensure all written communication is grammatically correct and free of errors.

  • Proofreading Skills: Review responses carefully before sending.

  • Consistency: Follow company guidelines for style, terminology, and phrasing.

Preferred Skills

  • Open to entry-level candidates and those new to the workforce.

  • Prior experience in email/chat/callback-based customer support is an advantage.

  • Experience in gaming or technical support is a plus.

Minimum Education

Completion of high school or equivalent qualification.

Technical Requirements

PC/Laptop’s minimum specs required:

  • Windows 11 or above
  • Minimum 6 GB RAM
  • A recent or good-performing processor (Intel i5 or above)
  • Internet speed: 30 Mbps or higher (with decent upload and download speeds)
  • Microphone and audio capability (Highly recommend a noise cancellation device for callback)
  • At least one USB-A & USB-C port (for our security device)
  • Work directly with global gamers and improve real-time support skills
  • Gain hands-on experience with technical troubleshooting and gaming platforms
  • Be part of a collaborative, fun, and supportive team environment

About Side

Side (formerly PTW) is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world.

Founded in 2009 and drawing on 30+ years’ experience from our parent company in Japan, Side has since grown to become a global force with 20 studios in 14 countries across North America, Europe, South America, and Asia.

Our industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.

Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.

#J-18808-Ljbffr


Required Skill Profession

Médicos



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