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.
