Bilingual Italian-English Player Support Representative - Talent Pooling

About the Company 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. About the Opportunity We’re building a talent pool of passionate and bilingual Player Support Representatives who are fluent in English and Italian. As part of our future-ready team, you’ll be the voice of the brand, helping players resolve issues, answer questions, and ensure a smooth and enjoyable gaming experience. This is a talent pooling opportunity , meaning your application will be considered for upcoming openings. If you’re enthusiastic about gaming and customer service, we’d love to hear from you! Key Responsibilities Respond promptly to player inquiries via emails, and chat 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. Tech & Support Troubleshoot and resolve game-related issues Handle multiple chats, emails, and calls Document actions clearly in ticket systems Soft Skills Problem-solving, empathy, and concise communication Adaptable across games, tools, and policies Time-efficient without sacrificing quality Professionalism Player-first mindset with policy awareness Accountable, collaborative, and security-conscious Calm under pressure, friendly in tone Language Fluent in both English and Italian Bonus Points Zendesk, Salesforce, or similar ticketing experience Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC) Passion for gaming and player communities