Side is looking for a Player Support Representative with Technical Support Expertise to deliver exceptional technical support to the gaming community across various platforms and channels. This is a flexible, freelance/contract role for a detail-oriented, empathetic, and tech-savvy individual with a passion for video games.
What You'll Do
- Respond promptly to player inquiries via email, chat, and callback, 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.
- Adapt to flexible scheduling, including working 30-minute intervals spread across a 24-hour period and dedicated hours opted based on the shift available for a week.
- Be ready to participate when there is more demand based on 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).
- Maintain a minimum typing speed of 25 WPM to ensure prompt and efficient communication.
- 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.
- Deliver support in line with tone, empathy, and professionalism guidelines.
What We're Looking For
- Troubleshooting Ability: Ability to understand and logically resolve common technical issues faced by players, identify root causes, and recognize when to escalate.
- Multichannel Support: Adaptable in managing support via email, chat, and callbacks, handling multiple concurrent inquiries, and adjusting tone and format to suit the support channel.
- Documentation Accuracy: Ability to properly log issues, resolutions, and internal notes, writing detailed, structured notes and recording all actions taken on a ticket.
- 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.
- 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.
- 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.
Nice to Have
- Ticketing System Proficiency: Experience with Zendesk, Salesforce, or similar support platforms, including navigating and managing tickets, proper tagging, categorization, documentation, utilizing macros or canned responses, and managing ticket escalations.
- Gaming Knowledge: Familiarity with supported games, including their mechanics, updates, common player concerns, awareness of game policies, ability to verify game data, and understanding of game-specific terminology.
- Console Knowledge: General understanding of major gaming consoles such as PlayStation, Xbox, and PC.
Benefits & Compensation
- 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.
- Paid pre-project training.
- Flexible work schedule with shift selection based on preference.
Work Mode
This is a remote position.
Side is an equal opportunity employer.
