Player Support (Confidential- LATAM)

About this role

*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.  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)  * 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.