NeoWork

Tier 1 Player Support Specialist – Non-Voice, Chat & Email

NeoWork

full-time

Posted on:

Location Type: Remote

Location: Colombia

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About the role

  • Player Support: Respond to player inquiries via chat and email in a timely and professional manner
  • Issue Resolution: Investigate and resolve player concerns, including account issues, gameplay questions, and technical problems
  • Case Documentation: Accurately log and document all interactions in internal systems following established workflows
  • Data Navigation: Work within multiple tools and dashboards to gather information and troubleshoot issues
  • SLA Adherence: Meet response time, resolution time, and quality metrics in a performance-driven environment
  • Escalation Handling: Identify and escalate complex or sensitive issues to higher support tiers when needed
  • Quality Communication: Deliver clear, empathetic, and concise written responses in English
  • Process Compliance: Follow structured processes and contribute to maintaining operational consistency

Requirements

  • Language: Strong written English communication skills (B2+ or higher)
  • Experience: Prior experience in customer support, player support, or similar non-voice roles preferred
  • Gaming Affinity: Interest in mobile games and understanding of player behavior
  • Attention to Detail: High level of accuracy in handling cases and documenting information
  • Problem-Solving: Ability to analyze issues and provide effective solutions independently
  • Adaptability: Comfortable working in fast-paced, structured, and data-heavy environments
  • Accountability: Proactive mindset with strong ownership of tasks and performance metrics
  • Technical Skills: Comfortable navigating multiple systems and tools simultaneously
  • Preferred Tools
  • Customer Support Platforms (Zendesk, Freshdesk, Intercom, or similar)
  • CRM or ticketing systems
  • Internal knowledge bases and workflow tools
  • Google Workspace or similar productivity tools
Benefits
  • We offer health insurance for contractors
  • Holiday Extra Pay
  • The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
  • This is a 100% home-based position
  • We prioritize the mental health of our team members and offer mental health days to support their well-being.
  • In addition to the base salary, performance-based incentives are provided.
  • There is an annual review and appraisal process in place.
  • There are ample opportunities for professional growth and advancement within the company.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
case documentationdata navigationissue resolutionproblem-solvingSLA adherenceprocess compliancetechnical skillsattention to detailcustomer support experiencegaming affinity
Soft Skills
accountabilityadaptabilityquality communicationempathyownershipindependencetimelinessprofessionalismanalytical skillsconciseness