Tier 1 Player Support Specialist (Non-Voice: Chat & E-mail)

NeoWork; Medellín; Presencial; 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 is seeking proactive and detail-oriented Tier 1 Player Support Specialists to support a fast-growing partner in the mobile gaming industry. In this role, you will assist players through chat and email, resolving gameplay, account, and technical inquiries while delivering a high-quality support experience.

You will work in a structured, data-driven environment with defined workflows, SLAs, and internal tools. This is a non-voice role that requires strong written communication, analytical thinking, and a genuine understanding of player behavior.

We are looking for candidates with a strong affinity for gaming, ideally within strategy or MMO environments, who can communicate naturally with players and take ownership of their work in a fast-paced setting.

Responsibilities

• Player Support: Handle player inquiries via chat and email related to gameplay, accounts, payments, and technical issues
• Issue Resolution: Investigate and resolve cases accurately using internal tools and available data
• Case Documentation: Maintain detailed and structured records of all interactions following established workflows
• QA Coordination: Submit and track technical or gameplay issues with QA teams and provide updates to players
• Player Feedback: Collect and share player insights with internal teams to improve the overall experience
• Compliance: Ensure player behavior aligns with platform policies, rules, and code of conduct
• Product Knowledge: Stay up to date with in-game features, events, and updates; actively engage with the product
• SLA Adherence: Meet response time, resolution time, and quality standards in a performance-driven environment
• Escalations: Identify complex issues and elevate them appropriately

• Language: Strong written English skills (B2+ or higher)
• Experience: Previous experience in customer support or player support preferred
• Gaming Affinity: Strong interest in mobile or online games (strategy/MMO preferred)
• Communication: Clear, empathetic, and professional written communication style
• Analytical Skills: Ability to understand player issues and work with data-heavy tools and workflows
• Attention to Detail: High accuracy in handling and documenting cases
• Technical Aptitude: Basic understanding of technical issues and ability to navigate multiple systems
• Mindset: Proactive, accountable, and comfortable in structured, performance-driven environments

Preferred Tools

• Ticketing Systems (Theymes or similar)
• QA / Quality Monitoring tools (Murious or similar)
• Customer Support Platforms (Zendesk, Freshdesk, Intercom)
• Knowledge base and internal workflow tools
• Google Workspace or similar

• Company-provided laptop
• We offer health insurance for contractors

• Holiday Extra Pay
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
• This is a 100% home-based position with required in-person sessions in Medellín
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• In addition to the base salary, performance-based incentives are provided.
• There is an annual review and appraisal process in place.
• There are ample opportunities for professional growth and advancement within the company.