# Player Support (Confidential- LATAM)

> Side · Medellín, Colombia (Remote) · Contract · Posted 2026-07-21

**Workplace:** remote

**Department:** Player Support

## Description

_**\*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.  
_

## Apply

[Apply at Side](https://apply.workable.com/sideinc/j/881B92523B/apply)

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