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Tier 1 Player Support Specialist (Non-Voice: Chat & Email)

1 hour, 33 minutes ago
Colombia
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
NeoWork

NeoWork

NeoWork provides offshoring, nearshoring, and outsourcing solutions to help businesses hire top global talent and enhance their operational capabilities across various fields, including software engineering, data science, and support services.

Professional Services
51-250
Founded 2017
View All Jobs 8

Description

  • Handle player inquiries via chat and email related to gameplay, account, payment, and technical issues.
  • Investigate and resolve cases accurately using internal tools and available data.
  • Maintain detailed case documentation and follow established workflows.
  • Submit and track technical or gameplay issues with QA teams and provide updates to players.
  • Collect player feedback and share insights with internal teams to improve the player experience.
  • Ensure player behavior aligns with platform policies, rules, and code of conduct.
  • Stay current on in-game features, events, and updates to support players effectively.
  • Meet response-time, resolution-time, and quality standards in a performance-driven environment.
  • Identify complex issues and escalate them appropriately.

Requirements

  • Strong written English skills at B2 level or higher.
  • Previous experience in customer support or player support is preferred.
  • Strong interest in mobile or online games, preferably strategy or MMO titles.
  • Clear, empathetic, and professional written communication style.
  • Ability to understand player issues and work with data-heavy tools and workflows.
  • High accuracy and strong attention to detail when handling and documenting cases.
  • Basic understanding of technical issues and ability to navigate multiple systems.
  • Proactive, accountable mindset and comfort working in structured, performance-driven environments.
  • Experience with ticketing systems such as Theymes or similar is preferred.
  • Familiarity with QA or quality monitoring tools, customer support platforms like Zendesk, Freshdesk, or Intercom, and Google Workspace or similar is preferred.

Benefits

  • Company-provided laptop.
  • Health insurance for contractors.
  • Holiday extra pay.
  • 100% home-based position.
  • Required in-person sessions in Medellín.
  • Mental health days to support employee well-being.
  • Performance-based incentives in addition to base salary.
  • Annual review and appraisal process.
  • Opportunities for professional growth and advancement.

Interested in this position?

Apply directly on the company website

Apply Now

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