Player Support (Confidential- LATAM)

Sideinc; Medellín; Presencial; COP 33.480.000 - 55.800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Global gamers exposure

Hands-on troubleshooting

Collaborative team environment

Descripción de la vacante

Side is a global video game development and services provider seeking a customer support specialist in Medellín. You will diagnose player issues, guide users through features, and ensure consistent support quality while following standards and policies.

The role requires handling emails, chats, and callbacks, with a willingness to work night/weekend shifts if needed. It offers exposure to a global gaming community and collaborative team environment.

Formación

• Troubleshoot and resolve common player issues.
• Identify root causes and know when to escalate.
• Support via email, chat and callbacks.
• Log resolutions and notes accurately in tickets.
• Maintain professionalism and clear communication.

Responsabilidades

• Diagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow-up.
• Guide users through product features and functionality.
• Collaborate with team to deliver optimal support outcomes.
• Attend daily huddles and follow policy updates.
• Respond promptly to player inquiries via email, chat and callback.

Conocimientos

Troubleshooting

Root cause analysis

Multichannel support

Ticket handling

Documentation

Tone management

Time management

Communication

Educación

High school diploma

Descripción del empleo

*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 elevate 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 elevate

• 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.