Player Support - Tier 1

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

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 escape.
• Keep case notes clear and complete.
• Stay open to coaching and quality feedback.
• Build role confidence through training, workflow practice, and readiness checks.