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Player Support Representative (with Technical Support Expertise) at 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. . Founded in Japan in 1994, Side has grown to become a global force in the video games industry, with over 40 studios in 15 countries worldwide and offices across North America, Europe, South America, and Asia. . Our industry-leading services include codev, art production, localization, audio production, quality assurance, localization QA, player support, community management, and datasets. For more information, visit . www.side.inc. About the Role:. We are seeking a detail-oriented, empathetic, and tech-savvy Player Support Agent to join our growing team. This role focuses on delivering exceptional . technical 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. . In this . role. , you'll have the. flexibility to choose shifts or time based on your availability.. Service Duration. : The service shall span a period of six months. Pre-project Training. : You shall undergo a paid training as needed before participating in the project.. Commencement of the Project. :. Successful completion of the pre-project training period, and a two (2) week nesting period is a must. . Refresher Training. : You shall maintain and update your knowledge by participating in refresher training every X weeks/days without any compensation, as a prerequisite for continuing your services with Side.. Work Schedule: . Your . work schedule will be flexible, with shifts made available for your selection according to your preference. . However, you shall agree and understand that the allotment of shifts shall purely be on a first-come, first-served basis. The schedule will be forecasted on a weekly basis from Monday to Sunday, inviting all participating freelancers to self-schedule.. Schedule Changes. : While the forecasted schedule may undergo minimal changes (additions or removals), you will be notified promptly of any alterations.. Grab Shift. : You shall grab a minimum of . 8 hours each day. . The minimum requirement will not apply during periods of low service demand. Such period will be determined at the sole discretion of Side.. You are required to submit a BIR registered service invoice every month (You must be a registered Freelancer/Individual Contractor).. Key Responsibilities . 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. . Ability to 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 to meet the client’s expectations.  . 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). . 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. . Delivery support in line with tone, empathy, and professionalism guidelines. . Required Skills . 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 . . 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. .  . Good to Have Skills . . Ticketing System Proficiency. : Experience with Zendesk, Salesforce, or similar support platforms. . Navigating and managing tickets . Proper tagging, categorization, and documentation . Utilizing macros or canned responses . Managing ticket escalations . . Gaming Knowledge. : Familiarity with supported games, including their mechanics, updates, and common player concerns. . Awareness of game policies . Ability to verify game data . Understanding of game-specific terminology . . Console Knowledge. : General understanding of major gaming consoles. . PlayStation . Xbox . PC .  . Ideal Candidate Traits . Logical thinker, empathetic listener, and fast learner. . Genuinely player-focused with a passion for games and community. . Thrives in dynamic, collaborative environments with high attention to detail. . Company Location: Philippines.