Player Support (Confidential- LATAM)

\*Only Resumes Submitted in English Will Be Considered\*

Here at Side, we are seeking a detail-oriented, empathetic, and tech-savvy Player Support Agent to join our growing team. This role focuses on delivering exceptional support to our gaming community across various platforms and channels. The ideal candidate has a passion for video games, excellent communication skills, and strong technical troubleshooting abilities.

Key Responsibilities

• 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.
• Maintain an assigned schedule and be available to work night and weekend shifts including holidays, if required.
• Attend daily huddles/meetings to stay aligned on policy or process updates.
• Uphold our customer service standards in every interaction.
• Document recurring technical issues and escalate to the appropriate teams.
• Share insights with colleagues to continuously improve solutions.
• Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity.

Requirements

Technical Skills

• Troubleshooting Ability: Ability to understand and logically resolve common technical issues faced by players.
• Identify root causes
• Recognize when to escalate
• Multichannel Support: Adaptable in managing support via email, chat, and callbacks.
• Handle multiple concurrent inquiries
• Adjust tone and format to suit the support channel
• Documentation Accuracy: Ability to properly log issues, resolutions, and internal notes.
• Write detailed, structured notes
• Record all actions taken on a ticket

Soft Skills:

• Problem Solving: Analyze and evaluate player issues to offer effective solutions.
• Empathy: Show understanding and care in handling player frustrations.
• Communication: Deliver responses clearly and concisely.
• Adaptability: Stay open to learning new policies, games, and tools.
• Time Management: Manage multiple tickets efficiently while maintaining quality.

Professionalism:

• Player-Focused Mindset: Balance player satisfaction with internal policies.
• Accountability: Take responsibility and learn from mistakes.
• Team Collaboration: Work effectively with teammates, QA, and leadership.
• Security Awareness: Handle player data with confidentiality.
• Respect & Patience: Remain composed during difficult interactions.
• Tone Management: Use a friendly yet professional tone in all communication.

Spelling and Grammar:

• English will be required for this role.
• Clarity and Accuracy: Ensure all written communication is grammatically correct and free of errors.
• Proofreading Skills: Review responses carefully before sending.
• Consistency: Follow company guidelines for style, terminology, and phrasing.

Preferred Skills:

• Open to entry-level candidates and those new to the workforce.
• Prior experience in email/chat/callback-based customer support is an advantage.
• Experience in gaming or technical support is a plus.

Minimum Education: Completion of high school or equivalent qualification.

Technical Requirements

PC/Laptop’s minimum specs required:

• Windows 11 or above
• Minimum 6 GB RAM
• A recent or good-performing processor [Intel I5 or above]
• Internet speed: 30 Mbps or higher (with decent upload and download speeds)
• Microphone and audio capability (Highly recommend a noise cancelation device for callback)
• At least one USB-A & USB-C port (for our security device)

Benefits

• Work directly with global gamers and improve real-time support skills
• Gain hands-on experience with technical troubleshooting and gaming platforms
• Be part of a collaborative, fun, and supportive team environment