NeoWork is seeking proactive and detail-oriented Tier 1 Player Support Specialists to support a fast-growing partner in the mobile gaming industry. In this role, you will assist players through chat and email, resolving gameplay, account, and technical inquiries while delivering a high-quality support experience.
You will work in a structured, data-driven environment with defined workflows, SLAs, and internal tools. This is a non-voice role that requires strong written communication, analytical thinking, and a genuine understanding of player behavior.
We are looking for candidates with a strong affinity for gaming, ideally within strategy or MMO environments, who can communicate naturally with players and take ownership of their work in a fast-paced setting.

Responsibilities
Player Support: Handle player inquiries via chat and email related to gameplay, accounts, payments, and technical issues
Issue Resolution: Investigate and resolve cases accurately using internal tools and available data
Case Documentation:



Maintain detailed and structured records of all interactions following established workflows
QA Coordination: Submit and track technical or gameplay issues with QA teams and provide updates to players
Player Feedback: Collect and share player insights with internal teams to improve the overall experience
Compliance: Ensure player behavior aligns with platform policies, rules, and code of conduct
Product Knowledge: Stay up to date with in-game features, events, and updates; actively engage with the product
SLA Adherence: Meet response time, resolution time, and quality standards in a performance-driven environment
Escalations: Identify complex issues and escalate them appropriately
Language: Strong written English skills (B2+ or higher)
Experience: Previous experience in customer support or player support preferred
Gaming Affinity: Strong interest in mobile or online games (strategy/MMO preferred)
Communication: Clear, empathetic, and professional written comm

📌 Tier 1 Player Support Specialist (Colombia)
🏢 NeoWork
📍 Colombia