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 leas