Player Support (Confidential- LATAM)

*Only Resumes Submitted in English Will Be Considered* 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. 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 About Side 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 2009 and drawing on 30+ years' experience from our parent company in Japan, Side has since grown to become a global force with 20 studios in 14 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. Experience our side of life.