Player Service Representative Onsite - Talent Pooling

Description

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.

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.

Experience our side of life. For more information, visit www.side.inc

About This Opportunity

Please note, this listing is not for an immediate open position but for our Talent Pool for Player Support roles. By applying, you express interest in being considered for future project-based opportunities that align with your skills and experience.

This opportunity is contingent on client needs and project availability. As projects are initiated or client proposals are developed, we will review candidates from this pool and contact those who most closely align with the specific requirements of the player support opportunity.

How We Keep You Engaged

We maintain strong relationships with our talent pool by providing regular updates, industry insights, and information on upcoming opportunities. We will check in to confirm your availability and interest.

Our hiring teams carefully vet and select top candidates who best meet project needs, ensuring that you are matched with the right opportunity when it becomes available.

Next Steps

If you are passionate about contributing to cutting-edge projects and want to be considered for future player support opportunities, we encourage you to apply to this listing. While there may not be an immediate opening, your application ensures that you will be part of our ongoing talent review for upcoming roles.

Ready to Apply?

Step 1: Fill out our quick form

Link: https://forms.office.com/r/xRRaKy3Wnw

Step 2: Take this Test:

Link: https://app.testgorilla.com/s/ruov8pw1

Step 3: Submit your application and upload your resume right here in this ad.

Key Responsibilities

• Respond promptly to player inquiries via email, chat, and callback, resolving issues with professionalism and clarity.
• 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.
• Ready to participate when there is more demand based on the Client Requirements.
• Attend daily huddles/meetings to stay aligned on policy, or self-upskilling to stay updated with new policies and process changes before starting the shift.
• Maintain service-level agreements (SLAs) and performance KPIs (e.g., response time, resolution time, CSAT, First Contact Resolution).
• Escalate complex issues to the appropriate internal teams when necessary.
• Document recurring technical issues and escalate to the appropriate teams.
• Share insights with colleagues to continuously improve solutions.
• Delivery support in line with tone, empathy, and professionalism guidelines.
  
  

• Troubleshoot and resolve game-related issues
• Handle multiple chats, emails, and calls
• Document actions clearly in ticket systems
  
  

• Problem-solving, empathy, and concise communication
• Adaptable across games, tools, and policies
• Time-efficient without sacrificing quality
  
  

• Player-first mindset with policy awareness
• Accountable, collaborative, and security-conscious
• Calm under pressure, friendly in tone
  
  

• Zendesk, Salesforce, or similar ticketing experience
• Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC)
• Passion for gaming and player communities
  
  

• Competitive Salary
• Dynamic, multicultural, and fun environment.
• You will be working for the worlds leading provider of game services.
• We empower our people and offer regular progression opportunities to ensure our employees flourish.
• Opportunity for regularization based on performance, role alignment, and project requirements.
• Comprehensive Philippine government-mandated benefits (SSS, PhilHealth, Pag-IBIG, 13th-month pay, and other applicable statutory benefits)