Bilingual Italian-English Player Support Representative - Talent Pool

Side Inc.Remote — Philippines

Remote Full-time

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Experience Level

Entry Level

Qualifications

To thrive in this role, candidates should possess:Fluency in both English and Italian (written and spoken). Strong communication skills and a passion for customer service. Ability to work independently and as part of a team in a fast-paced environment. Experience in customer support or a related field is a plus. Familiarity with gaming culture and trends. Proficiency in using customer support software and tools. Willingness to learn and adapt to new challenges.

About the job

About the Company
Side Inc. is an acclaimed global leader in video game development and services, renowned for delivering a range of technical and creative solutions to some of the largest game developers and studios worldwide. Established in 2009, we leverage over 30 years of experience from our parent company in Japan. With a dynamic presence across 15+ studios in more than a dozen countries spanning North America, Europe, South America, and Asia, we are committed to excellence in every aspect of our work.

Our comprehensive services encompass game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and data analytics. Join us in our mission to bring captivating stories to life and create unforgettable gaming experiences!

For further details, visit www.side.inc.

About the Opportunity
We are currently cultivating a talent pool of enthusiastic and bilingual Player Support Representatives fluent in both English and Italian. As a vital member of our forward-thinking team, you will embody our brand's voice, assisting players in resolving their issues, answering their inquiries, and ensuring they have a seamless and enjoyable gaming experience.

This role is categorized as a talent pooling opportunity, meaning your application will be held for future openings. If you are passionate about gaming and dedicated to providing exceptional customer service, we are eager to connect with you!

Key Responsibilities

Promptly respond to player inquiries via email and chat, addressing issues with professionalism and clarity.
Diagnose and efficiently troubleshoot player concerns, providing accurate information and ensuring appropriate follow-up.
Guide players through product features and functionalities.
Maintain consistent support quality by adhering to established standards and policies.
Collaborate with team members to deliver the best possible support outcomes.
Be ready to participate based on client demand.
Attend daily meetings to stay aligned on policies and engage in self-improvement to stay informed about new policies and process changes.
Meet service-level agreements (SLAs) and performance KPIs such as response time, resolution time, and customer satisfaction scores.
Escalate complex issues to the appropriate internal teams as needed.
Document recurring technical issues and communicate them to relevant teams.
Share insights with colleagues to foster continuous improvement.

About Side Inc.

Side Inc. is a global powerhouse in the video game industry, celebrated for its innovative solutions and dedication to excellence. With extensive expertise and a vast network of studios worldwide, we are committed to transforming the gaming landscape and delivering exceptional experiences.

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