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.

Requirements

Technical Skills

- Troubleshooting Ability: Ability to understand and logically resolve common technical issues faced by players.




- Identify root causes
- Recognize when to escalat
- 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)

Benefits

- Work directly with general 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

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