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. 

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) 

• 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.