Player Support - Tier 2
About The Role
SIDE is looking for Player Support Specialists to support escalated player cases for a confidential gaming programme.
This role is suited to experienced support professionals who can investigate issues in more depth, apply sound judgement, and support consistent case resolution across more complex player situations.
You will work closely with frontline agents, Team Leads, Quality, Training, Operations, and escalation teams to resolve complex cases and strengthen the wider support operation.
Requirements
What You’ll Be Doing
- Review and resolve escalated player support cases.
- Investigate account history, case context, transaction information, and platform data where access permits.
- Handle more complex account, technical, gameplay, and multi-platform support issues.
- Identify cases that require further escalation and provide clear supporting documentation.
- Share practical guidance with frontline agents where directed by leadership.
- Identify knowledge gaps, recurring issues, and process improvement opportunities.
- Maintain accurate case records to support quality, audit, and operational review.
What You’ll Need
- Experience in player support, customer support, technical support, or escalated case handling.
- Strong investigation and problem-solving skills.
- Clear written communication and documentation habits.
- Ability to handle sensitive or complex player issues with care.
- Confidence working with support systems, knowledge bases, and case management tools.
- Ability to identify patterns and raise improvement opportunities.
- Strong judgement when applying process and escalation guidance.
Keys For Success
- Resolve escalated cases accurately and consistently.
- Support frontline teams through clear case insight.
- Escalate only when deeper review is required.
- Document decisions, actions, and evidence clearly.
- Help improve knowledge, process, and training through operational feedback.