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.