Player Support - Tier 1

Pole To Win International; Colombia; On-site; COP 100,440,000 - 145,080,000; Full time

Job summary

Pole To Win International in Colombia is looking for Player Support Agents to join a high-profile gaming support programme. You will help players by resolving account, gameplay, and technical issues, guided by knowledge bases and defined workflows.

You’ll receive onboarding, coaching, and ongoing feedback to build confidence before live support, with a focus on clear written communication and accurate case notes.

Qualifications

• Strong written communication skills.
• Excellent attention to detail and accuracy.
• Ability to follow process, policy, and knowledge base guidance.
• Calm and professional approach to player contact.
• Confidence using support tools, ticketing systems, and internal documentation.
• Interest in games, online communities, and player experience.
• Flexibility to work across assigned shifts where required.

Responsibilities

• Respond to player support contacts through approved support channels.
• Resolve common account, gameplay, technical, and support-related issues using approved guidance.
• Use knowledge base articles, workflows, and support policies to provide accurate responses.
• Log case details, categories, actions, and resolution notes clearly.
• Escalate complex or out-of-scope issues to the correct support tier.
• Follow client policies, security requirements, and support standards.
• Work with Team Leads, Quality, Training, and Operations to improve consistency and player experience.

Skills

Written communication

Attention to detail

Process adherence

Calm and professional

Ticketing systems

Games interest

Shift flexibility

Tools

Ticketing systems

Knowledge base

Internal documentation

Job description

About The Role

SIDE is looking for Player Support Agents to join a high-profile gaming support programme. This role is ideal for someone who enjoys helping players, solving support issues, and delivering clear written support in a fast-moving player support environment. You will support players through structured workflows, knowledge base guidance, and defined escalation routes. You will receive onboarding, training, coaching, and quality feedback to help you build confidence before moving into live support.

Requirements What You’ll Be Doing

• Respond to player support contacts through approved support channels.
• Resolve common account, gameplay, technical, and support-related issues using approved guidance.
• Use knowledge base articles, workflows, and support policies to provide accurate responses.
• Log case details, categories, actions, and resolution notes clearly.
• Escalate complex or out-of-scope issues to the correct support tier.
• Follow client policies, security requirements, and support standards.
• Work with Team Leads, Quality, Training, and Operations to improve consistency and player experience.

What You’ll Need

• Strong written communication skills.
• Good attention to detail and accuracy.
• Ability to follow process, policy, and knowledge base guidance.
• A calm and professional approach to player contact.
• Confidence using support tools, ticketing systems, and internal documentation.
• Interest in games, online communities, and player experience.
• Flexibility to work across assigned shifts where required.

Keys For Success

• Deliver accurate, empathetic, and consistent player support.
• Know when to resolve and when to escort.
• Keep case notes clear and complete.
• Stay open to coaching and quality feedback.
• Build role confidence through training, workflow practice, and readiness checks.