Remote Tier 1 Player Support Specialist (Chat & Email)

NeoWork; Medellín; Híbrido; COP 20.088.000 - 35.712.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Holiday extra pay

Mental health days

Descripción de la vacante

NeoWork seeks proactive Tier 1 Player Support Specialists to assist players via chat and email in a fast-growing mobile gaming partnership. You will resolve gameplay, account, and technical inquiries while maintaining high-quality support standards.

This 100% home-based role features in-person sessions in Medellín and operates within a data-driven framework with defined workflows and SLAs. Strong written English and ownership mindset are essential.

Formación

• Fluent written English with clear communication.
• Experience in customer or player support is preferred.
• Strong affinity for gaming, especially strategy/MMO.
• Ability to understand and document issues accurately with data-driven tools.
• Proactive, accountable, and comfortable in structured environments.

Responsabilidades

• Handle player inquiries via chat and email related to gameplay, accounts, payments, and technical issues.
• Investigate and resolve cases using internal tools and data while meeting SLAs.
• Document all interactions with detailed notes following established workflows.
• Coordinate QA and report issues to improve the player experience.
• Collect and share player insights with internal teams for product improvements.
• Ensure adherence to platform policies and code of conduct.

Conocimientos

Strong English

Gaming affinity

Analytical thinking

Written communication

Attention to detail

Proactive mindset

Customer support

Technical aptitude

Herramientas

Zendesk

Freshdesk

Intercom

Theymes

Descripción del empleo

NeoWork seeks proactive Tier 1 Player Support Specialists to assist players via chat and email in a fast-growing mobile gaming partnership. You will resolve gameplay, account, and technical inquiries while maintaining high-quality support standards.

This 100% home-based role features in-person sessions in Medellín and operates within a data-driven framework with defined workflows and SLAs. Strong written English and ownership mindset are essential.