Player Support - Tier 1

About this role

ABOUT THE ROLE SIDE is looking for Player Support Agents to join a high-profile gaming support programme. This role is ideal for someone who enjoys helping players, solving support issues, and delivering clear written support in a fast-moving player support environment. You will support players through structured workflows, knowledge base guidance, and defined escalation routes. You will receive onboarding, training, coaching, and quality feedback to help you build confidence before moving into live support. WHAT YOU’LL BE DOING * Respond to player support contacts through approved support channels. * Resolve common account, gameplay, technical, and support-related issues using approved guidance. * Use knowledge base articles, workflows, and support policies to provide accurate responses. * Log case details, categories, actions, and resolution notes clearly. * Escalate complex or out-of-scope issues to the correct support tier. * Follow client policies, security requirements, and support standards. * Work with Team Leads, Quality, Training, and Operations to improve consistency and player experience. WHAT YOU’LL NEED * Strong written communication skills. * Good attention to detail and accuracy. * Ability to follow process, policy, and knowledge base guidance. * A calm and professional approach to player contact. * Confidence using support tools, ticketing systems, and internal documentation. * Interest in games, online communities, and player experience. * Flexibility to work across assigned shifts where required. KEYS FOR SUCCESS * Deliver accurate, empathetic, and consistent player support. * Know when to resolve and when to escalate. * Keep case notes clear and complete. * Stay open to coaching and quality feedback. * Build role confidence through training, workflow practice, and readiness checks.