Player Support Advocate

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. RequirementsFluency in German or Russian, including conversational in EnglishStrong 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

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