Player Support (Confidential- LATAM)
*仅简历提交在英语将被考虑* Side 是一个全球视频游戏开发和服务提供商，为世界上许多最大的开发者和工作室提供技术和创意解决方案。成立于2009年，并借鉴我们日本母公司30多年的经验，Side 自此发展成为了一个全球力量，拥有北美，欧洲，南美洲和亚洲十几个国家15多家工作室。我们的行业领先的服务包括游戏开发，艺术制作，音频生产，质量保证，本地化，定位化 QA,玩家支持，社区管理和数据集。关键责任：·有效地诊断和解决玩家问题，提供准确的信息并确保适当的后续。·通过产品功能和功能引导用户。·通过遵守既定的标准和政策来确保一致的支持质量。·与团队成员合作和协调以实现最佳的支持结果。·保持分配时间表，并在必要时可在夜间和周末班上工作，包括假期。·参加每天的聚会/会议，以便保持对策或流程更新的一致性。· 在每个互动中维护客户服务标准。· 记录重复出现技术问题的情况，并向适当的团队升级。· 与同事分享见解，不断改善解决方案。· 通过电子邮件，聊天和回调来迅速响应玩家的询问，以专业性和清晰度解决问题。要求技术技能 · 解决问题的能力：能够理解和逻辑地解决玩家面临的常见技术问题。· 识别根源原因 · 确认何时升级 · 多道支持：可适应在电子邮件中管理支持，聊天，反电话。·处理多个同时查询 · 调整音色和格式以适合支持频道 · 文档精确性：能够正确记录问题，决议和内部笔记。· 写详细，结构化的注释。·记录在门票上所采取的所有行动软技能：· 解决问题：分析和评估玩家的问题，以提供有效的解决方案。· 同情心：对玩家挫折处置表现出理解和关怀。· 沟通：明确而简洁地交付答案。·适应性：保持开放学习新政策，游戏和工具。· 时间管理：同时高效管理多个门票。教授
查看英文原文
*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 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 escalate
· 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 global 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 global force with 20 studios in 14 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.
Experience our side of life.
Originally posted on Himalayas