Tier 1 Player Support Specialist (Non-Voice: Chat & Email)

NeoWork is seeking proactive and detail-oriented Tier 1 Player Support Specialists to support a fast-growing partner in the mobile gaming industry. In this role, you will assist players through chat and email, resolving gameplay, account, and technical inquiries while delivering a high-quality support experience.

You will work in a structured, data-driven environment with defined workflows, SLAs, and internal tools. This is a non-voice role that requires strong written communication, analytical thinking, and a genuine understanding of player behavior.

We are looking for candidates with a strong affinity for gaming, ideally within strategy or MMO environments, who can communicate naturally with players and take ownership of their work in a fast-paced setting.

Responsibilities

• Player Support: Handle player inquiries via chat and email related to gameplay, accounts, payments, and technical issues
• Issue Resolution: Investigate and resolve cases accurately using internal tools and available data
• Case Documentation: Maintain detailed and structured records of all interactions following established workflows
• QA Coordination: Submit and track technical or gameplay issues with QA teams and provide updates to players
• Player Feedback: Collect and share player insights with internal teams to improve the overall experience
• Compliance: Ensure player behavior aligns with platform policies, rules, and code of conduct
• Product Knowledge: Stay up to date with in-game features, events, and updates; actively engage with the product
• SLA Adherence: Meet response time, resolution time, and quality standards in a performance-driven environment
• Escalations: Identify complex issues and escalate them appropriately

Requirements:
• Language: Strong written English skills (B2+ or higher)
• Experience: Previous experience in customer support or player support preferred
• Gaming Affinity: Strong interest in mobile or online games (strategy/MMO preferred)
• Communication: Clear, empathetic, and professional written communication style
• Analytical Skills: Ability to understand player issues and work with data-heavy tools and workflows
• Attention to Detail: High accuracy in handling and documenting cases
• Technical Aptitude: Basic understanding of technical issues and ability to navigate multiple systems
• Mindset: Proactive, accountable, and comfortable in structured, performance-driven environments

Preferred Tools

• Ticketing Systems (Theymes or similar)
• QA / Quality Monitoring tools (Murious or similar)
• Customer Support Platforms (Zendesk, Freshdesk, Intercom)
• Knowledge base and internal workflow tools
• Google Workspace or similar

Benefits:
• Company-provided laptop
• We offer health insurance for contractors

• Holiday Extra Pay
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
• This is a 100% home-based position with required in-person sessions in Medellín
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• In addition to the base salary, performance-based incentives are provided.
• There is an annual review and appraisal process in place.
• There are ample opportunities for professional growth and advancement within the company.