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Player Support (Confidential- LATAM) at Side. *Only Resumes Submitted in English Will Be Considered* . Here at Side, we are seeking a detail-oriented, empathetic, and tech-savvy Player Support Agent to join our growing team. This role focuses on delivering exceptional support to our gaming community across various platforms and channels. The ideal candidate has a passion for video games, excellent communication skills, and strong technical troubleshooting abilities. . Key Responsibilities. 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. . Maintain an assigned schedule and be available to work night and weekend shifts including holidays, if required. . Attend daily huddles/meetings to stay aligned on policy or process updates. . Uphold our customer service standards in every interaction. . Document recurring technical issues and escalate to the appropriate teams. . . Share insights with colleagues to continuously improve solutions. . . Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity. . . Technical Skills . Troubleshooting Ability: Ability to understand and logically resolve common technical issues faced by players. . Identify root causes . Recognize when to escalate . Multichannel Support: Adaptable in managing support via email, chat, and callbacks. . Handle multiple concurrent inquiries . Adjust tone and format to suit the support channel . Documentation Accuracy: Ability to properly log issues, resolutions, and internal notes. . Write detailed, structured notes . Record all actions taken on a ticket . Soft Skills:. 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. . Professionalism:. 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. . Spelling and Grammar:. . English will be required for this role.. . 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. . Preferred Skills:. Open to entry-level candidates and those new to the workforce. . Prior experience in email/chat/callback-based customer support is an advantage. . Experience in gaming or technical support is a plus. .  Minimum Education:. Completion of high school or equivalent qualification. . Technical Requirements . PC/Laptop’s minimum specs required:  . Windows 11 or above . Minimum 6 GB RAM . A recent or good-performing processor [Intel I5 or above] . Internet speed: 30 Mbps or higher (with decent upload and download speeds) . Microphone and audio capability (Highly recommend a noise cancelation device for callback) . At least one USB-A & USB-C port (for our security device) . Company Location: Colombia.