Tier 1 Player Support Specialist (Non-Voice: Chat & E-mail)
LocationColombia
Work moderemote
Typefull-time
DepartmentNeoWork
Company size11+ people
First seen1w ago
Last seen1d ago
About the role
NeoWork is seeking proactive and detail-oriented Tier 1 Player Support Specialists to support a fast-growing partner in the mobile gaming industry. In this role, you will assist players through chat and email, resolving gameplay, account, and technical inquiries while delivering a high-quality support experience.
You will work in a structured, data-driven environment with defined workflows, SLAs, and internal tools. This is a non-voice role that requires strong written communication, analytical thinking, and a genuine understanding of player behavior.
We are looking for candidates with a strong affinity for gaming, ideally within strategy or MMO environments, who can communicate naturally with players and take ownership of their work in a fast-paced setting.
Responsibilities
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Player Support: Handle player inquiries via chat and email related to gameplay, accounts, payments, and technical issues
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Issue Resolution: Investigate and resolve cases accurately using internal tools and available data
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Case Documentation: Maintain detailed and structured records of all interactions following established workflows
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QA Coordination: Submit and track technical or gameplay issues with QA teams and provide updates to players
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Player Feedback: Collect and share player insights with internal teams to improve the overall experience
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Compliance: Ensure player behavior aligns with platform policies, rules, and code of conduct
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Product Knowledge: Stay up to date with in-game features, events, and updates; actively engage with the product
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SLA Adherence: Meet response time, resolution time, and quality standards in a performance-driven environment
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Escalations: Identify complex issues and escalate them appropriately
Requirements
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Language: Strong written English skills (B2+ or higher)
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Experience: Previous experience in customer support or player support preferred
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Gaming Affinity: Strong interest in mobile or online games (strategy/MMO preferred)
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Communication: Clear, empathetic, and professional written communication style
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Analytical Skills: Ability to understand player issues and work with data-heavy tools and workflows
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Attention to Detail: High accuracy in handling and documenting cases
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Technical Aptitude: Basic understanding of technical issues and ability to navigate multiple systems
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Mindset: Proactive, accountable, and comfortable in structured, performance-driven environments
Preferred Tools
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Ticketing Systems (Theymes or similar)
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QA / Quality Monitoring tools (Murious or similar)
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Customer Support Platforms (Zendesk, Freshdesk, Intercom)
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Knowledge base and internal workflow tools
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Google Workspace or similar
Benefits
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Company-provided laptop
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We offer health insurance for contractors
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Holiday Extra Pay
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The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client’s needs.
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This is a 100% home-based position with required in-person sessions in Medellín
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We prioritize the mental health of our team members and offer mental health days to support their well-being.
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In addition to the base salary, performance-based incentives are provided.
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There is an annual review and appraisal process in place.
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There are ample opportunities for professional growth and advancement within the company.