Player Support Representative / Email Support - 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 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.

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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 6-7 hours per day.

Service Duration: Six (6) months

Pre-project Training: Paid training prior to project participation

Commencement to the Project: You are required to undergo a paid one-week product training period and a two (2) week nesting period.

Refresher Training: Mandatory refresher training every X weeks/days without any compensation, as a prerequisite for continuing your services with Side.

Work Schedule: You shall provide remote services at least five (5) to six (6) days per week, with the specific days to be mutually agreed upon by the parties.

In addition, the Company will provide work-hour slots throughout the day, which will consist of 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.

The Freelancer shall render a minimum of 6-7 hours of work per day. The minimum requirement will not apply during periods of low service demand. Such period will be determined at the sole discretion of Side.

Schedule Changes: While the forecasted schedule may undergo minimal changes (additions or removals), you will be notified promptly of any alterations.

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.

Requirements:
Technical Requirements

• Windows 10+ or latest macOS (genuine copy preferred)
• Minimum 8GB RAM, SSD, and i5 or better processor
• 50+ Mbps internet speed with stable upload/download
• Microphone and audio support
• 1–2 USB-A ports (for our secure access device)

Required Skills

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

• Grammar-checked, clear, consistent writing
• Follow internal style and phrasing guides

Bonus Points

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

Benefits:
What’s in It for You

• Work directly with global gamers and improve real-time support skills
• Gain hands-on experience with technical troubleshooting and gaming platforms
• Be part of a collaborative, fun, and supportive team environment