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Bilingual Italian-English Player Support Representative - Talent Pooling at Side. 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. Company Location: Philippines.