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.
As a Player Support Advocate, you’ll represent our brand by delivering top-tier support to gamers and loyal customers. We’re looking for someone passionate about customer service, calm under pressure, technically inclined, and proactive with a positive "can-do" attitude.
Working in a global, multilingual environment, your goal will be to ensure a seamless and positive customer experience. We provide full training and ongoing support, with clear career progression opportunities.
Duties & Responsibilities
- Deliver high-quality customer support via email, chat, and phone for inquiries related to technical issues, gameplay, and billing.
- Ensure all communications reflect accuracy, professionalism, and attention to detail.
- Manage support tickets in the designated language and, when necessary, utilize translation tools or collaborate with colleagues to assist in other languages.
- Provide translations upon request to support internal and external communication needs.
- Track and manage multiple customer queries, analyze reported issues, leverage knowledge bases, and conduct independent research to resolve concerns effectively.
- Diagnose software and hardware issues and provide appropriate troubleshooting steps and solutions.
- Identify recurring issues and trends and proactively share feedback with supervisors to improve processes and customer experience.
- Create, edit, and maintain client accounts using company-approved tools and systems.
- Adhere strictly to client escalation procedures and ensure comprehensive troubleshooting prior to escalation.
- Perform additional customer support-related tasks as required to meet operational needs.
- Maintain focus on work-related activities during scheduled hours, ensuring compliance with job responsibilities and company policies.
- Contribute to team efficiency by supporting process improvements and collaborating to ensure smooth operations.
- Comply with all established workflows, procedures, and guidelines provided during training and as updated by managers or clients.
- Accurately report completed work and timekeeping records in accordance with company standards.
- Assist colleagues in aligning with current procedures and workflows to maintain consistency across the team.
- Actively report any issues that may hinder normal workflow or impact service delivery.
Requirements
- Fluency in German or Russian, including conversational in English
- Strong attention to detail, communication, and computer skills.
- Self-motivated, proactive, and collaborative in a multilingual team.
- Logical, methodical thinking with problem-solving skills.
- Patience, perseverance, and high concentration levels.
- Experience with PC/console gaming is a plus.
- Comfortable discussing technical issues related to gaming hardware.
- IT literacy, tech-savviness, or experience in Customer Service/Technical Support is beneficial (training provided).
- Ability to multitask across chats, emails, and calls while maintaining accuracy.
- Passion for helping and delivering the best customer experience.
- Ability to work fully remote from home with a full home IT set up