Bilingual Italian-English Player Support Representative - Talent Pool
**About the Company
Side 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 15+ studios in over a dozen 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.
For more information, visit www.side.inc.
About the Opportunity
We’re building a talent pool of passionate and bilingual Player Support Representatives who are fluent in English and Italian.
As part of our future-ready team, you’ll be the voice of the brand, helping players resolve issues, answer questions, and ensure a smooth and enjoyable gaming experience.
This is a talent pooling opportunity, meaning your application will be considered for upcoming openings. If you’re enthusiastic about gaming and customer service, we’d love to hear from you!
Key Responsibilities
- Respond promptly to player inquiries via emails, and chat resolving issues with professionalism and clarity.
- 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.
- Ready to participate when there is more demand based on the Client Requirements.
- Attend daily huddles/meetings to stay aligned on policy or Self-upskilling to stay updated with new policies and process changes before starting the shift.
- Maintain service-level agreements (SLAs) and performance KPIs (e.g., response time, resolution time, CSAT, First Contact Resolution).
- Escalate complex issues to the appropriate internal teams when necessary.
- Document recurring technical issues and escalate to the appropriate teams.
- Share insights with colleagues to continuously improve solutions.
- Delivery support in line with tone, empathy, and professionalism guidelines.
Requirements
Tech & Support
- Troubleshoot and resolve game-related issues
- Handle multiple chats, emails, and calls
- Document actions clearly in ticket systems
Soft Skills
- Problem-solving, empathy, and concise communication
- Adaptable across games, tools, and policies
- Time-efficient without sacrificing quality
Professionalism
- Player-first mindset with policy awareness
- Accountable, collaborative, and security-conscious
- Calm under pressure, friendly in tone
Language
- Fluent in both English and Italian
Bonus Points
- Zendesk, Salesforce, or similar ticketing experience
- Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC)
- Passion for gaming and player communities