# Tier 1 Player Support Specialist (Non-Voice: Chat & E-mail)

> NeoWork · Medellín, Colombia (Remote) · Full-time · Posted 2026-08-20

**Workplace:** remote

**Department:** NeoWork

## Description

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

## Requirements

-   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 communication style
-   Analytical Skills: Ability to understand player issues and work with data-heavy tools and workflows
-   Attention to Detail: High accuracy in handling and documenting cases
-   Technical Aptitude: Basic understanding of technical issues and ability to navigate multiple systems
-   Mindset: Proactive, accountable, and comfortable in structured, performance-driven environments

### Preferred Tools

-   Ticketing Systems (Theymes or similar)
-   QA / Quality Monitoring tools (Murious or similar)
-   Customer Support Platforms (Zendesk, Freshdesk, Intercom)
-   Knowledge base and internal workflow tools
-   Google Workspace or similar

## Benefits

-   Company-provided laptop
-   We offer health insurance for contractors

-   Holiday Extra Pay
-   The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
-   This is a 100% home-based position with required in-person sessions in Medellín
-   We prioritize the mental health of our team members and offer mental health days to support their well-being.
-   In addition to the base salary, performance-based incentives are provided.
-   There is an annual review and appraisal process in place.
-   There are ample opportunities for professional growth and advancement within the company.

## Apply

[Apply at NeoWork](https://apply.workable.com/neowork/j/245F08DB57/apply)

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