Player Support (Confidential- LATAM)
_*\Only Resumes Submitted in English Will Be Considered\*
**_
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.
Key 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.
Requirements
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 cancelation device for callback)
- At least one USB-A & USB-C port (for our security device)
Benefits
- 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._
_Experience our side of life.
_