# Bilingual Italian-English Player Support Representative - Talent Pool

## Details

- **Company:** [Side](https://hitmarker.net/companies/side.md)
- **Location:** Remote \(Anywhere\)
- **Contract type:** Contract
- **Level:** Entry \(0–1 years\)
- **Tags:** Customer Service, Localization
- **Posted:** 2026-03-02
- **Apply:** [View and apply on Hitmarker](https://hitmarker.net/jobs/side-bilingual-italian-english-player-support-representative-talent-pooling-2318692)

## Description

\*\*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.](https://www.side.inc.)

**About the Opportunity**

We’re building a talent pool of passionate and bilingual Player Support Representatives **of all levels** 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.