Bilingual Italian-English Player Support Representative - Talent Pooling

About the Company
Side 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 2009 and drawing on 30+ years' experience from our parent company in Japan, Side has since grown to become a global force with 15+ studios in over a dozen countries 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, and datasets.

Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.

For more information, visit www.side.inc.

About the Opportunity
We’re building a talent pool of passionate and bilingual Player Support Representatives who are fluent in English and Italian.

As part of our future-ready team, you’ll be the voice of the brand, helping players resolve issues, answer questions, and ensure a smooth and enjoyable gaming experience.

This is a talent pooling opportunity, meaning your application will be considered for upcoming openings. If you’re enthusiastic about gaming and customer service, we’d love to hear from you!

Key Responsibilities

• Respond promptly to player inquiries via emails, and chat 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.

• 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).

• 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.

Requirements:
Tech & Support

• Troubleshoot and resolve game-related issues
• Handle multiple chats, emails, and calls
• Document actions clearly in ticket systems

Soft Skills

• Problem-solving, empathy, and concise communication
• Adaptable across games, tools, and policies
• Time-efficient without sacrificing quality

Professionalism

• Player-first mindset with policy awareness
• Accountable, collaborative, and security-conscious
• Calm under pressure, friendly in tone

Language

• Fluent in both English and Italian

Bonus Points

• Zendesk, Salesforce, or similar ticketing experience
• Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC)
• Passion for gaming and player communities