Global Player Support Specialist

Sideglobal; Colombia; A distancia; COP 28.800.000 - 57.600.000; Jornada completa

Descripción de la vacante

Side is seeking an English-speaking customer support agent to assist players with technical and account issues. You will handle emails, chats, and callbacks, diagnose problems, guide users through features, and maintain high-quality service.

The role requires staying aligned with policies, collaborating with QA and leadership, and joining daily huddles. Evening/night shifts may be required to support a global player base; a high school diploma is preferred; prior gaming or tech support

Formación

• English will be required for this role.
• Completion of high school or equivalent qualification.
• Prior experience in customer support is an advantage.

Responsabilidades

• 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.

Conocimientos

Troubleshooting skills

Multichannel support

Empathy

Communication

Time management

Problem solving

Educación

High school diploma

Descripción del empleo

Side is seeking an English-speaking customer support agent to assist players with technical and account issues. You will handle emails, chats, and callbacks, diagnose problems, guide users through features, and maintain high-quality service.

The role requires staying aligned with policies, collaborating with QA and leadership, and joining daily huddles. Evening/night shifts may be required to support a global player base; a high school diploma is preferred; prior gaming or tech support