Side is hiring a Bilingual Italian-English Player Support Representative - Talent Pooling

About the Company 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. Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences. For more information, visit www.side.inc. About the Opportunity We’re building a talent pool of passionate and bilingual Player Support Representatives who are fluent in English and Italian. As part of our future-ready team, you’ll be the voice of the brand, helping players resolve issues, answer questions, and ensure a smooth and enjoyable gaming experience. This is a talent pooling opportunity, meaning your application will be considered for upcoming openings. If you’re enthusiastic about gaming and customer service, we’d love to hear from you! Key Responsibilities - Respond promptly to player inquiries via emails, and chat resolving issues with professionalism and clarity. - 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. - Ready to participate when there is more demand based on the Client Requirements. - Attend daily huddles/meetings to stay aligned on policy or Self-upskilling to stay updated with new policies and process changes before starting the shift. - Maintain service-level agreements (SLAs) and performance KPIs (e.g., response time, resolution time, CSAT, First Contact Resolution). - Escalate complex issues to the appropriate internal teams when necessary. - Document recurring technical issues and escalate to the appropriate teams. - Share insights with colleagues to continuously improve solutions. - Delivery support in line with tone, empathy, and professionalism guidelines. Tech & Support - Troubleshoot and resolve game-related issues - Handle multiple chats, emails, and calls - Document actions clearly in ticket systems Soft Skills - Problem-solving, empathy, and concise communication - Adaptable across games, tools, and policies - Time-efficient without sacrificing quality Professionalism - Player-first mindset with policy awareness - Accountable, collaborative, and security-conscious - Calm under pressure, friendly in tone Language - Fluent in both English and Italian Bonus Points - Zendesk, Salesforce, or similar ticketing experience - Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC) - Passion for gaming and player communities