Job Description

Player Support Agent

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.

About This Opportunity

Please note, this listing is not for an immediate open position but for our Talent Pool. By applying, you express interest in being considered for future opportunities that align with your skills and experience.

These opportunities are contingent on client needs and project availability. As projects are initiated or client proposals are developed, we will review candidates from this pool and contact those who most closely align with the specific requirements of the co-development opportunity.

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.

Key Details & Expectations

Daily Commitment: You must fully commit to render service of a minimum of 6 hours per day.

Service Duration: Six (6) months.

Pre-project Training: Paid training prior to project participation.

Commencement to the Project: Refresher training every X weeks/days without any compensation, as a prerequisite for continuing your services with Side.

Work Schedule: Flexible shifts available weekly 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 6 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.

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