Player Support - Tier 1 at Side

Worldwide

About The Role<p>SIDE is looking for Player Support Agents to join a high-profile gaming support programme.</p><p>This role is ideal for someone who enjoys helping players, solving support issues, and delivering clear written support in a fast-moving player support environment. You will support players through structured workflows, knowledge base guidance, and defined escalation routes.</p><p>You will receive onboarding, training, coaching, and quality feedback to help you build confidence before moving into live support.</p> What You’ll Be Doing<ul><li>Respond to player support contacts through approved support channels.</li><li>Resolve common account, gameplay, technical, and support-related issues using approved guidance.</li><li>Use knowledge base articles, workflows, and support policies to provide accurate responses.</li><li>Log case details, categories, actions, and resolution notes clearly.</li><li>Escalate complex or out-of-scope issues to the correct support tier.</li><li>Follow client policies, security requirements, and support standards.</li><li>Work with Team Leads, Quality, Training, and Operations to improve consistency and player experience.<br /></li></ul>What You’ll Need<ul><li>Strong written communication skills.</li><li>Good attention to detail and accuracy.</li><li>Ability to follow process, policy, and knowledge base guidance.</li><li>A calm and professional approach to player contact.</li><li>Confidence using support tools, ticketing systems, and internal documentation.</li><li>Interest in games, online communities, and player experience.</li><li>Flexibility to work across assigned shifts where required.<br /></li></ul>Keys For Success<ul><li>Deliver accurate, empathetic, and consistent player support.</li><li>Know when to resolve and when to escalate.</li><li>Keep case notes clear and complete.</li><li>Stay open to coaching and quality feedback.</li><li>Build role confidence through training, workflow practice, and readiness checks.</li></ul>