Player Support Representative (Bilingual) - Talent Pooling

Side; Makati; On-site; PHP 279,000 - 390,600; Full time

Job summary

Side is looking for passionate Player Support Representatives to join their team in Makati, where you will assist players by resolving inquiries through various communication channels.

Your role will be essential in ensuring a smooth gaming experience for players. The ideal candidate should be bilingual in English and one other language such as French, Italian, German, Spanish, or Portuguese.

Applicants must enjoy gaming and be prepared to work on-site during the day shift.

Qualifications

• Fluent in English and one of the following: French, Italian, German, Spanish, or Portuguese.
• Must be willing to work ON SITE at Makati City on a Day Shift Schedule.
• Experience with ticketing systems preferred.

Responsibilities

• Respond promptly to player inquiries via email, chat, and callback.
• Diagnose and troubleshoot player problems efficiently.
• Guide users through product features and functionality.
• Document recurring technical issues and escalate as necessary.

Skills

Problem-solving

Empathy

Concise communication

Adaptability across games and tools

Tools

Zendesk

Salesforce

Job description

About the Company

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.

Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.

For more information, visit www.side.inc.

About the Opportunity

We’re building a talent pool of passionate and bilingual Player Support Representatives who are fluent in English and either one of the following languages:

• French
• Italian
• German
• Spanish
• Portuguese

As part of our future‑ready team, you’ll be the voice of the brand, helping players resolve issues, answer questions, and ensure a smooth and enjoyable gaming experience.

This is a talent pooling opportunity, meaning your application will be considered for upcoming openings. If you’re enthusiastic about gaming and customer service, we’d love to hear from you!

Key Responsibilities

• Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity.
• 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.
• Ready to participate when there is more demand based on the Client Requirements.
• Attend daily huddles/meetings to stay aligned on policy or self‑upskilling to stay updated with new policies and process changes before starting the shift.
• Maintain service‑level agreements (SLAs) and performance KPIs (response time, resolution time, CSAT, First Contact Resolution).
• Escalate complex issues to the appropriate internal teams when necessary.
• Document recurring technical issues and escalate to the appropriate teams.
• Share insights with colleagues to continuously improve solutions.
• Delivery support in line with tone, empathy, and professionalism guidelines.

Ready to Apply?

Answer the application form - https://forms.office.com/r/2jxew4gPWq

Submit your resume and application in this job ad.

Requirements

Work Setup

• Must be willing to work ON SITE at Makati City on a Day Shift Schedule

Tech & Support

• Troubleshoot and resolve game‑related issues
• Handle multiple chats, emails, and calls
• Document actions clearly in ticket systems

Soft Skills

• Problem‑solving, empathy, and concise communication
• Adaptable across games, tools, and policies
• Time‑efficient without sacrificing quality

Professionalism

• Player‑first mindset with policy awareness
• Accountable, collaborative, and security‑conscious
• Calm under pressure, friendly in tone

Language

• Fluent in both English and either one: French, Italian, German, Spanish, or Portuguese.

Bonus Points

• Zendesk, Salesforce, or similar ticketing experience
• Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC)
• Passion for gaming and player communities