About The Role

*Only Resumes Submitted in English Will Be Considered*

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.

Key Responsibilities

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.
Maintain an assigned schedule and be available to work night and weekend shifts including holidays, if required.
Attend daily huddles/meetings to stay aligned on policy or process updates.
Uphold our customer service standards in every interaction.
Document recurring technical issues and escalate to the appropriate teams.
Share insights with colleagues to continuously improve solutions.
Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity.

Technical Skills

Troubleshooting Ability: Ability to understand and logically resolve common technical issues faced by players.
Identify root causes
Recognize when to escalate
Multichannel Support: Adaptable in managing support via email, chat, and callbacks.
Handle multiple concurrent inquiries
Adjust tone and format to suit the support channel
Documentation Accuracy: Ability to properly log issues, resolutions, and internal notes.
Write detailed, structured notes
Record all actions taken on a ticket

Soft Skills

Problem Solving: Analyze and evaluate player issues to offer effective solutions.
Empathy: Show understanding and care in handling player frustrations.
Communication: Deliver responses clearly and concisely.
Adaptability: Stay open to learning new policies, games, and tools.
Time Management: Manage multiple tickets efficiently while maintaining quality.

Professionalism

Player-Focused Mindset: Balance player satisfaction with internal policies.
Accountability: Take responsibility and learn from mistakes.
Team Collaboration: Work effectively with teammates, QA, and leadership.
Security Awareness: Handle player data with confidentiality.
Respect & Patience: Remain composed during difficult interactions.
Tone Management: Use a friendly yet professional tone in all communication.

Spelling and Grammar

English will be required for this role.
Clarity and Accuracy: Ensure all written communication is grammatically correct and free of errors.
Proofreading Skills: Review responses carefully before sending.
Consistency: Follow company guidelines for style, terminology, and phrasing.

Preferred Skills

Open to entry-level candidates and those new to the workforce.
Prior experience in email/chat/callback-based customer support is an advantage.
Experience in gaming or technical support is a plus.

Minimum Education: Completion of high school or equivalent qualification.

Technical Requirements

PC/Laptop’s minimum specs required

Windows 11 or above
Minimum 6 GB RAM
A recent or good-performing processor [Intel I5 or above]
Internet speed: 30 Mbps or higher (with decent upload and download speeds)
Microphone and audio capability (Highly recommend a noise cancelation device for callback)
At least one USB-A & USB-C port (for our security device)
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

About Side

Side (formerly PTW) 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 20 studios in 14 countries across North America, Europe, South America, and Asia.