Player Support (Confidential- LATAM) Side Remote (Anywhere)

Sentient; Medellín; Remote; COP 22,320,000 - 35,712,000; Full time

Benefits offered by this job

Work with global gamers

Hands-on troubleshooting experience

Collaborative team environment

Job summary

Side is seeking a dedicated Support Agent to assist players across email, chat, and callbacks. You will diagnose issues, guide users through features, and uphold high standards of service in a fast-paced gaming environment.

The role requires clear communication in English, a customer-focused mindset, and the ability to manage multiple tickets while collaborating with QA and leadership. Preference for entry-level candidates with a passion for gaming.

Qualifications

• Ability to troubleshoot common player issues and provide clear, accurate guidance.
• Experience supporting players via email, chat and callbacks.
• Excellent written and spoken English; clear, professional communication.

Responsibilities

• Diagnose and troubleshoot player problems efficiently with accurate follow-up.
• Guide users through product features and functionality.
• Maintain high support quality by following established standards and policies.
• Collaborate with team members to deliver optimal support outcomes.
• Attend daily huddles and stay aligned on policy updates.
• Escalate issues to appropriate teams when needed.
• Document recurring issues and share insights for process improvements.
• Respond to player inquiries promptly via email, chat and callbacks.

Skills

Troubleshooting

Multichannel support

Root cause analysis

Ticket logging

Communication

Empathy

Time management

Adaptability

Education

High school diploma or equivalent

Job description

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 escalat
• 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.