# Player Support Representative \(Bilingual\) - Talent Pooling

## Details

- **Company:** [Side](https://hitmarker.net/companies/side.md)
- **Location:** Makati, Philippines
- **Contract type:** Full Time
- **Level:** Entry \(0–1 years\)
- **Tags:** Customer Service, Operations, Community Management, Localization
- **Posted:** 2025-11-20
- **Apply:** [View and apply on Hitmarker](https://hitmarker.net/jobs/side-player-support-representative-bilingual-talent-pooling-2316796)

## 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.

**About the Opportunity**

We’re building a talent pool of passionate and bilingual Player Support Representatives who are fluent in **English and either one of the following languages**:

- **French**
- **Italian**
- **German**
- **Spanish**
- **Portuguese**

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 email, chat and callback, 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.

**Ready to Apply?**

**Step 1:** Answer the application form - [https://forms.office.com/r/2jxew4gPWq](https://forms.office.com/r/2jxew4gPWq)

**Step 2:** Submit your resume and application in this job ad.