Player Support Advocate

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.

As a Player Support Advocate, you’ll represent our brand by delivering top-tier support to gamers and loyal customers. We’re looking for someone passionate about customer service, calm under pressure, technically inclined, and proactive with a positive "can-do" attitude.

Working in a global, multilingual environment, your goal will be to ensure a seamless and positive customer experience. We provide full training and ongoing support, with clear career progression opportunities.

Duties & Responsibilities

• Deliver high-quality customer support via email, chat, and phone for inquiries related to technical issues, gameplay, and billing.
• Ensure all communications reflect accuracy, professionalism, and attention to detail.
• Manage support tickets in the designated language and, when necessary, utilize translation tools or collaborate with colleagues to assist in other languages.
• Provide translations upon request to support internal and external communication needs.
• Track and manage multiple customer queries, analyze reported issues, leverage knowledge bases, and conduct independent research to resolve concerns effectively.
• Diagnose software and hardware issues and provide appropriate troubleshooting steps and solutions.
• Identify recurring issues and trends and proactively share feedback with supervisors to improve processes and customer experience.
• Create, edit, and maintain client accounts using company-approved tools and systems.
• Adhere strictly to client escalation procedures and ensure comprehensive troubleshooting prior to escalation.
• Perform additional customer support-related tasks as required to meet operational needs.
• Maintain focus on work-related activities during scheduled hours, ensuring compliance with job responsibilities and company policies.
• Contribute to team efficiency by supporting process improvements and collaborating to ensure smooth operations.
• Comply with all established workflows, procedures, and guidelines provided during training and as updated by managers or clients.
• Accurately report completed work and timekeeping records in accordance with company standards.
• Assist colleagues in aligning with current procedures and workflows to maintain consistency across the team.
• Actively report any issues that may hinder normal workflow or impact service delivery.

Requirements:
• Fluency in German or Russian, including conversational in English
• Strong attention to detail, communication, and computer skills.
• Self-motivated, proactive, and collaborative in a multilingual team.
• Logical, methodical thinking with problem-solving skills.
• Patience, perseverance, and high concentration levels.
• Experience with PC/console gaming is a plus.
• Comfortable discussing technical issues related to gaming hardware.
• IT literacy, tech-savviness, or experience in Customer Service/Technical Support is beneficial (training provided).
• Ability to multitask across chats, emails, and calls while maintaining accuracy.
• Passion for helping and delivering the best customer experience.
• Ability to work fully remote from home with a full home IT set up