Side Is Hiring A Bilingual Player Support Representative

Join a passionate global team of gamers and be the voice that enhances the player experience! We are seeking talented Player Support Representatives to deliver exceptional customer service and support to our gaming community.

About Side 🎮

Side is a worldwide leader in video game development and services, providing innovative technical and creative solutions to some of the biggest names in the industry. Established in 2009 with over 30 years of parent company experience in Japan, Side has grown into a global enterprise with more than 15 studios 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
• Datasets

About the Opportunity 🚀

We are creating a talent pool of enthusiastic and bilingual Player Support Representatives fluent in English and Italian. As a member of our future-ready team, you will be the voice of the brand, helping players troubleshoot issues, answer questions, and enjoy seamless gaming experiences.

This opportunity is part of a talent pool, meaning your application will be considered for upcoming openings. If you are passionate about gaming and customer service, we'd love to hear from you!

Key Responsibilities 🎯

• Respond promptly to player inquiries via email and chat, resolving issues professionally and clearly.
• Diagnose and troubleshoot player issues effectively, providing accurate information and following up as needed.
• Guide players through product features and functionalities.
• Maintain consistent support quality by adhering to established standards and policies.
• Collaborate with team members to deliver high-quality support outcomes.
• Be ready to assist when additional demand arises, based on client requirements.
• Participate in daily huddles and team meetings to stay aligned and updated on policies and procedures.
• Engage in self-upskilling and training to keep abreast of new policies and process updates.
• Ensure support metrics such as response time, resolution time, CSAT, and First Contact Resolution are met.
• Escalate complex issues to the appropriate internal teams efficiently.
• Document recurring technical issues and communicate them effectively for resolution.
• Share insights and best practices with colleagues to enhance support solutions continuously.
• Deliver support that aligns with tone, empathy, and professionalism guidelines.