Player Support Representative (with Technical Support Expertise)

Description

Side (formerly PTW) 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 Japan in 1994, Side has grown to become a global force in the video games industry, with over 40 studios in 15 countries worldwide and offices across North America, Europe, South America, and Asia.

Our industry-leading services include codev, art production, localization, audio production, quality assurance, localization QA, player support, community management, and datasets. For more information, visit www.side.inc

About the Role:

We are seeking a detail-oriented, empathetic, and tech-savvy Player Support Agent to join our growing team. This role focuses on delivering exceptional technical 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.

In this role, you'll have the flexibility to choose shifts or time based on your availability.

Service Duration: The service shall span a period of six months

Pre-project Training: You shall undergo a paid training as needed before participating in the project.

Commencement of the Project: Successful completion of the pre-project training period, and a two (2) week nesting period is a must.

Refresher Training: You shall maintain and update your knowledge by participating in refresher training every X weeks/days without any compensation, as a prerequisite for continuing your services with Side.

Work Schedule: Your work schedule will be flexible, with shifts made available for your selection according to your preference. However, you shall agree and understand that the allotment of shifts shall purely be on a first-come, first-served basis. The schedule will be forecasted on a weekly basis from Monday to Sunday, inviting all participating freelancers to self-schedule.

Schedule Changes: While the forecasted schedule may undergo minimal changes (additions or removals), you will be notified promptly of any alterations.

Grab Shift: You shall grab a minimum of 8 hours each day. The minimum requirement will not apply during periods of low service demand. Such period will be determined at the sole discretion of Side.

You are required to submit a BIR registered service invoice every month (You must be a registered Freelancer/Individual Contractor).

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.
• Ability to adapt to flexible scheduling, including working 30-minute intervals spread across a 24-hour period and dedicated hours opted based on the shift available for a week to meet the client’s expectations.
• 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 (e.g., response time, resolution time, CSAT, First Contact Resolution).
• Maintain a minimum typing speed of 25 WPM to ensure prompt and efficient communication.
• 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.

Requirements

Required Skills

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

• 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.

Good to Have Skills

• Ticketing System Proficiency: Experience with Zendesk, Salesforce, or similar support platforms.
• Navigating and managing tickets
• Proper tagging, categorization, and documentation
• Utilizing macros or canned responses
• Managing ticket escalations
• Gaming Knowledge: Familiarity with supported games, including their mechanics, updates, and common player concerns.
• Awareness of game policies
• Ability to verify game data
• Understanding of game-specific terminology
• Console Knowledge: General understanding of major gaming consoles.
• PlayStation
• Xbox
• PC

Ideal Candidate Traits

• Logical thinker, empathetic listener, and fast learner.
• Genuinely player-focused with a passion for games and community.
• Thrives in dynamic, collaborative environments with high attention to detail.

Benefits

What’s in It for You

• 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