*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 general 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 elevate 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 elevate
- 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 intern
📌 Player Support (Colombia)
🏢 Side
📍 Colombia