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. Originally posted on Himalayas