Bucharest, Bucharest, Romania Remote (Global)

Side is hiring an Italian Player Support Advocate (Full-Time - Remote)

About the Role

Side Romania is hiring a full-time Italian Player Support Advocate to represent our brand by delivering top-tier support to gamers. You'll ensure a seamless and positive customer experience by managing inquiries across multiple channels in a global, multilingual environment.

What You'll Do

  • Deliver high-quality customer support via email, chat, and phone for technical issues, gameplay, and billing inquiries.
  • Manage support tickets in Italian, utilizing translation tools or collaborating with colleagues to assist in other languages when needed.
  • Diagnose software and hardware issues, providing appropriate troubleshooting steps and solutions.
  • Track and manage multiple customer queries, analyzing reported issues and leveraging knowledge bases to resolve them effectively.
  • Identify recurring issues and trends, proactively sharing feedback with supervisors to improve processes.
  • Create, edit, and maintain client accounts using company-approved tools and systems.
  • Adhere strictly to client escalation procedures, ensuring thorough troubleshooting before escalation.
  • Accurately report completed work and timekeeping records in accordance with company standards.
  • Assist colleagues in aligning with current procedures and workflows to maintain team consistency.
  • Actively report any issues that may hinder normal workflow or impact service delivery.

What We're Looking For

  • Fluency in Italian and English (reading and writing).
  • Strong attention to detail, excellent communication, and solid computer skills.
  • Self-motivated, proactive, and collaborative in a multilingual team environment.
  • Logical, methodical thinking with proven problem-solving skills.
  • Patience, perseverance, and high concentration levels.
  • Ability to multitask across chats, emails, and calls while maintaining accuracy.
  • Genuine passion for helping others and delivering the best customer experience.
  • Candidate must be based within Romania.

Nice to Have

  • Experience with PC or console gaming.
  • Comfort discussing technical issues related to gaming hardware.
  • IT literacy, tech-savviness, or prior experience in Customer Service or Technical Support roles.

Team & Environment

You'll join a global, multilingual environment with clear career progression opportunities including paths to Tier 2 Advocate, Language Specialist, Coach, Team Manager, Subject Matter Expert, or Game Master.

Benefits & Compensation

  • Full training and ongoing support.
  • Attractive remuneration and holiday allowance.
  • Regular team competitions with great prizes.
  • Inclusion into an extensive social calendar.
  • Collaborative teamwork with people from all around the world, of different nationalities and languages.
  • A supportive community inclusive of LGBTQ+ individuals, and any age, ethnicity, religion, or disability.
  • Dedicated employee wellbeing programme.
  • Regular progression opportunities.
  • Remote/homeworking with flexible working schedules.
  • Fun environment and a relaxing culture.
  • Opportunity to work with leading technology and creative minds in gaming.
  • Learn as you work and be part of something that changes the face of gaming.
  • Working with a global multi-lingual workforce with superb training, promotion, and progression opportunities.

Work Mode

This is a fully remote, full-time position open to candidates based within Romania.

We are a supportive community inclusive of all backgrounds and care deeply about the wellbeing and empowerment of our people.

Required Skills
Italian LanguageEnglish LanguageCustomer SupportCustomer ServiceCommunication SkillsProblem SolvingCRM SoftwareZendeskTime ManagementEmpathyConflict ResolutionDocumentationMultitasking
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About company
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. Our industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.

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Job Details
Category other
Posted 4 months ago