NeoWork is seeking proactive and detail-oriented Tier 1 Player Support Specialists to support a fast-growing partner in the mobile gaming industry. In this role, you will assist players through chat and email, resolving gameplay, account, and technical inquiries while delivering a high-quality support experience.
You will work in a structured, data-driven environment with defined workflows, SLAs, and internal tools. This is a non-voice role that requires strong written communication, analytical thinking, and a genuine understanding of player behavior.
We are looking for candidates with a strong affinity for gaming, ideally within strategy or MMO environments, who can communicate naturally with players and take ownership of their work in a fast-paced setting.
Responsibilities
- Player Support: Handle player inquiries via chat and email related to gameplay, accounts, payments, and technical issues
- Issue Resolution: Investigate and resolve cases accurately using internal tools and available data
- Case Documentation: Maintain detailed and structured records of all interactions following established workflows
- QA Coordination: Submit and track technical or gameplay issues with QA teams and provide updates to players
- Player Feedback: Collect and share player insights with internal teams to improve the overall experience
- Compliance: Ensure player behavior aligns with platform policies, rules, and code of conduct
- Product Knowledge: Stay up to date with in-game features, events, and updates; actively engage with the product
- SLA Adherence: Meet response time, resolution time, and quality standards in a performance-driven environment
- Escalations: Identify complex issues and escalate them appropriately
Requirements
- Language: Strong written English skills (B2+ or higher)
- Experience: Previous experience in customer support or player support preferred
- Gaming Affinity: Strong interest in mobile or online games (strategy/MMO preferred)
- Communication: Clear, empathetic, and professional written communication style
- Analytical Skills: Ability to understand player issues and work with data-heavy tools and workflows
- Attention to Detail: High accuracy in handling and documenting cases
- Technical Aptitude: Basic understanding of technical issues and ability to navigate multiple systems
- Mindset: Proactive, accountable, and comfortable in structured, performance-driven environments
- Ticketing Systems (Theymes or similar)
- QA / Quality Monitoring tools (Murious or similar)
- Customer Support Platforms (Zendesk, Freshdesk, Intercom)
- Knowledge base and internal workflow tools
- Google Workspace or similar
Benefits
- Company-provided laptop
- We offer health insurance for contractors
- Holiday Extra Pay
- The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
- This is a 100% home-based position with required in-person sessions in Medellín
- We prioritize the mental health of our team members and offer mental health days to support their well-being.
- In addition to the base salary, performance-based incentives are provided.
- There is an annual review and appraisal process in place.
- There are ample opportunities for professional growth and advancement within the company.
Skills Required
- Strong written English skills at B2 level or higher
- Strong interest in mobile or online games, preferably strategy or MMO games
- Clear, empathetic, and professional written communication
- Ability to understand player issues and work with data-heavy tools and workflows
- High accuracy and attention to detail when handling and documenting cases
- Basic understanding of technical issues and ability to navigate multiple systems
- Proactive, accountable, and comfortable in structured, performance-driven environments
- Previous customer support or player support experience
What We Do
NeoWork is an operations and animation agency that fully embraces the new method of work. We are reimagining the BPO industry with a remote-first culture and an à la carte menu of services to fit your unique needs. NeoWork specializes in working with early-stage startups to quickly define and build out operations processes to help our clients scale quickly.
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