Player Support - Tier 2 at Side

Worldwide

About The Role<p>SIDE is looking for Player Support Specialists to support escalated player cases for a confidential gaming programme.</p><p>This role is suited to experienced support professionals who can investigate issues in more depth, apply sound judgement, and support consistent case resolution across more complex player situations.</p><p>You will work closely with frontline agents, Team Leads, Quality, Training, Operations, and escalation teams to resolve complex cases and strengthen the wider support operation.</p> What You’ll Be Doing<ul><li>Review and resolve escalated player support cases.</li><li>Investigate account history, case context, transaction information, and platform data where access permits.</li><li>Handle more complex account, technical, gameplay, and multi-platform support issues.</li><li>Identify cases that require further escalation and provide clear supporting documentation.</li><li>Share practical guidance with frontline agents where directed by leadership.</li><li>Identify knowledge gaps, recurring issues, and process improvement opportunities.</li><li>Maintain accurate case records to support quality, audit, and operational review.<br /></li></ul>What You’ll Need<ul><li>Experience in player support, customer support, technical support, or escalated case handling.</li><li>Strong investigation and problem-solving skills.</li><li>Clear written communication and documentation habits.</li><li>Ability to handle sensitive or complex player issues with care.</li><li>Confidence working with support systems, knowledge bases, and case management tools.</li><li>Ability to identify patterns and raise improvement opportunities.</li><li>Strong judgement when applying process and escalation guidance.</li></ul><p></p>Keys For Success<ul><li>Resolve escalated cases accurately and consistently.</li><li>Support frontline teams through clear case insight.</li><li>Escalate only when deeper review is required.</li><li>Document decisions, actions, and evidence clearly.</li><li>Help improve knowledge, process, and training through operational feedback.</li></ul>