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Tier 1 Player Support Specialist (Non-Voice: Chat & Email) at NeoWork. NeoWork is seeking proactive and detail-oriented Tier 1 Player Support Specialists to support a fast-growing partner in the mobile gaming industry. In this role, you will assist players through chat and email, resolving gameplay, account, and technical inquiries while delivering a high-quality support experience.. You will work in a structured, data-driven environment with defined workflows, SLAs, and internal tools. This is a non-voice role that requires strong written communication, analytical thinking, and a genuine understanding of player behavior.. We are looking for candidates with a strong affinity for gaming, ideally within strategy or MMO environments, who can communicate naturally with players and take ownership of their work in a fast-paced setting.. Responsibilities. Player Support: Handle player inquiries via chat and email related to gameplay, accounts, payments, and technical issues . Issue Resolution: Investigate and resolve cases accurately using internal tools and available data . Case Documentation: Maintain detailed and structured records of all interactions following established workflows . QA Coordination: Submit and track technical or gameplay issues with QA teams and provide updates to players . Player Feedback: Collect and share player insights with internal teams to improve the overall experience . Compliance: Ensure player behavior aligns with platform policies, rules, and code of conduct . Product Knowledge: Stay up to date with in-game features, events, and updates; actively engage with the product . SLA Adherence: Meet response time, resolution time, and quality standards in a performance-driven environment . Escalations: Identify complex issues and escalate them appropriately. Language: Strong written English skills (B2+ or higher) . Experience: Previous experience in customer support or player support preferred . Gaming Affinity: Strong interest in mobile or online games (strategy/MMO preferred) . Communication: Clear, empathetic, and professional written communication style . Analytical Skills: Ability to understand player issues and work with data-heavy tools and workflows . Attention to Detail: High accuracy in handling and documenting cases . Technical Aptitude: Basic understanding of technical issues and ability to navigate multiple systems . Mindset: Proactive, accountable, and comfortable in structured, performance-driven environments. Preferred Tools. Ticketing Systems (Theymes or similar) . QA / Quality Monitoring tools (Murious or similar) . Customer Support Platforms (Zendesk, Freshdesk, Intercom) . Knowledge base and internal workflow tools . Google Workspace or similar. Company Location: Colombia.