Gaming Support Specialist – Player Experience

Side; Colombia; Presencial; COP 20.088.000 - 25.668.000; Jornada completa

Descripción de la vacante

SIDE seeks a Player Support Agent to assist players in a fast-paced support environment. You will respond to inquiries, diagnose common issues, and provide clear, empathetic solutions through approved channels.

You will log details, follow defined workflows, and escalate when needed while aligning with client policies. This role emphasizes accuracy, professionalism, and collaboration across teams to enhance player experience.

Formación

• Strong written communication is essential for clear responses to players.
• Excellent attention to detail to log cases accurately.
• Ability to follow documented processes, policies, and knowledge base guidance.
• Maintain a calm, professional approach in all player interactions.
• Familiarity with support tools, ticketing systems, and internal documentation.
• Interest in games and improving the player experience.

Responsabilidades

• Respond to player support contacts through approved channels.
• Resolve common account, gameplay, technical, and support-related issues using guided procedures.
• Use knowledge base articles to provide accurate responses.
• Log case details with clear categories, actions, and notes.
• Escalate complex issues to the appropriate support tier.
• Follow client policies and security requirements to ensure compliant support.
• Collaborate with Team Leads, Quality, Training, and Operations to improve consistency.

Conocimientos

Strong written communication

Attention to detail

Follow process and policies

Calm and professional

Ticketing systems

Knowledge base guidance

Interest in games and player exp

Flexibility across shifts

Herramientas

Ticketing systems

Knowledge base software

Support tooling

Descripción del empleo

SIDE seeks a Player Support Agent to assist players in a fast-paced support environment. You will respond to inquiries, diagnose common issues, and provide clear, empathetic solutions through approved channels.

You will log details, follow defined workflows, and escalate when needed while aligning with client policies. This role emphasizes accuracy, professionalism, and collaboration across teams to enhance player experience.