{"id":317322,"url":"https://alion.io/job/side-player-support-confidential-latam","title":"Player Support (Confidential- LATAM)","company":{"id":174761,"name":"Side","domain":"side.inc","url":"https://alion.io/company/side-4","size_band":"501-1000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":97,"open_postings":29,"ghost_share":0,"stale_share":0.138,"repost_share":0,"time_to_fill_p50_days":50,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Marketing","role_family":"Marketing","seniority":"junior","employment_type":"contractor","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Medellín, Colombia"],"countries":["CO"],"hiring_countries":["CO"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-07-21T00:00:00Z","employer_posted_date":"2026-07-21","last_verified_at":"2026-11-10T03:47:30Z","board_verified":true,"closed_at":null,"days_open":112,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":111},"description":"*Only Resumes Submitted in English Will Be Considered*\n\nSide 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.\nOur industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.\nKey Responsibilities\nDiagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow-up. \nGuide users through product features and functionality. \nEnsure consistent support quality by adhering to established standards and policies. \nCollaborate and coordinate with team members to deliver the best possible support outcomes. \nMaintain an assigned schedule and be available to work night and weekend shifts including holidays, if required. \nAttend daily huddles/meetings to stay aligned on policy or process updates. \nUphold our customer service standards in every interaction. \nDocument recurring technical issues and escalate to the appropriate teams. \nShare insights with colleagues to continuously improve solutions. \nRespond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity. \nRequirements\nTechnical Skills\nTroubleshooting Ability: Ability to understand and logically resolve common technical issues faced by players. \nIdentify root causes \nRecognize when to escalate \nMultichannel Support: Adaptable in managing support via email, chat, and callbacks. \nHandle multiple concurrent inquiries \nAdjust tone and format to suit the support channel \nDocumentation Accuracy: Ability to properly log issues, resolutions, and internal notes. \nWrite detailed, structured notes \nRecord all actions taken on a ticket \nSoft Skills:\nProblem Solving: Analyze and evaluate player issues to offer effective solutions. \nEmpathy: Show understanding and care in handling player frustrations. \nCommunication: Deliver responses clearly and concisely. \nAdaptability: Stay open to learning new policies, games, and tools. \nTime Management: Manage multiple tickets efficiently while maintaining quality. \nProfessionalism:\nPlayer-Focused Mindset: Balance player satisfaction with internal policies. \nAccountability: Take responsibility and learn from mistakes. \nTeam Collaboration: Work effectively with teammates, QA, and leadership. \nSecurity Awareness: Handle player data with confidentiality. \nRespect & Patience: Remain composed during difficult interactions. \nTone Management: Use a friendly yet professional tone in all communication. \nSpelling and Grammar:\n English will be required for this role.\n Clarity and Accuracy: Ensure all written communication is grammatically correct and free of errors. \n Proofreading Skills: Review responses carefully before sending. \nConsistency: Follow company guidelines for style, terminology, and phrasing. \nPreferred Skills:\nOpen to entry-level candidates and those new to the workforce. \nPrior experience in email/chat/callback-based customer support is an advantage. \nExperience in gaming or technical support is a plus. \nMinimum Education: Completion of high school or equivalent qualification.\nTechnical Requirements\nPC/Laptop’s minimum specs required:\nWindows 11 or above \nMinimum 6 GB RAM \nA recent or good-performing processor [Intel I5 or above] \nInternet speed: 30 Mbps or higher (with decent upload and download speeds) \nMicrophone and audio capability (Highly recommend a noise cancelation device for callback) \nAt least one USB-A & USB-C port (for our security device) \nBenefits\nWork directly with global gamers and improve real-time support skills \n Gain hands-on experience with technical troubleshooting and gaming platforms \n Be part of a collaborative, fun, and supportive team environment\n About Side\n 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. \nOur industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets. \nHelp us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences. \nExperience our side of life.","description_format":"text","description_chars":4863,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Colombia","iso":"CO","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["PC Games"],"lifecycle":[{"event":"open","at":"2026-09-05T16:16:46Z"}],"visa":[],"liveness":{"score":20,"band":"cold","label":"Long shot","p_open":1,"p_active":0.705,"p_room":0.28,"age_days":111,"expected_fill_days":50,"reasons":["conf:3","urgency","velocity","win:tail","crowd:junior"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/side-player-support-confidential-latam","json_url":"https://alion.io/job/side-player-support-confidential-latam.json","meta":{"generated_at":"2026-11-10T04:29:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10441,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":174761},"rest":"https://alion.io/mcp/rest/get_company?id=174761"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fside-player-support-confidential-latam"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fside-player-support-confidential-latam"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fside-player-support-confidential-latam"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/side-player-support-confidential-latam\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fside-player-support-confidential-latam"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":317322}},{"tool":"search_jobs","arguments":{"company":"side.inc","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":317322},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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