Bilingual Italian-English Player Support Representative - Talent Pool

About this role

About the Company 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. Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences. For more information, visit www.side.inc. About the Opportunity We’re building a talent pool of passionate and bilingual Player Support Representatives of all levels who are fluent in English and Italian. As part of our future-ready team, you’ll be the voice of the brand, helping players resolve issues, answer questions, and ensure a smooth and enjoyable gaming experience. This is a talent pooling opportunity, meaning your application will be considered for upcoming openings. If you’re enthusiastic about gaming and customer service, we’d love to hear from you! Key Responsibilities  * Respond promptly to player inquiries via emails, and chat resolving issues with professionalism and clarity.  * 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.  * Ready to participate when there is more demand based on the Client Requirements.  * Attend daily huddles/meetings to stay aligned on policy or Self-upskilling to stay updated with new policies and process changes before starting the shift.  * Maintain service-level agreements (SLAs) and performance KPIs (e.g., response time, resolution time, CSAT, First Contact Resolution).  * Escalate complex issues to the appropriate internal teams when necessary.  * Document recurring technical issues and escalate to the appropriate teams.  * Share insights with colleagues to continuously improve solutions.  * Delivery support in line with tone, empathy, and professionalism guidelines. Tech & Support * Troubleshoot and resolve game-related issues * Handle multiple chats, emails, and calls * Document actions clearly in ticket systems Soft Skills * Problem-solving, empathy, and concise communication * Adaptable across games, tools, and policies * Time-efficient without sacrificing quality Professionalism * Player-first mindset with policy awareness * Accountable, collaborative, and security-conscious * Calm under pressure, friendly in tone Language * Fluent in both English and Italian Bonus Points * Zendesk, Salesforce, or similar ticketing experience * Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC) * Passion for gaming and player communities