Player Support Specialist - Tier 2
S
SIDEGaming
ColombiaContractMiddle
Salary not disclosed
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Job Details
- Required Skills
- DocumentationProblem SolvingTechnical supportCustomer support
Requirements
- Experience in player support, customer support, technical support, or escalated case handling.
- Strong investigation and problem-solving skills.
- Clear written communication and documentation habits.
- Ability to handle sensitive or complex player issues with care.
- Confidence working with support systems, knowledge bases, and case management tools.
- Ability to identify patterns and raise improvement opportunities.
- Strong judgement when applying process and escalation guidance.
Responsibilities
- Review and resolve escalated player support cases.
- Investigate account history, case context, transaction information, and platform data.
- Handle complex account, technical, gameplay, and multi-platform support issues.
- Identify cases requiring further escalation and provide supporting documentation.
- Share guidance with frontline agents as directed by leadership.
- Identify knowledge gaps, recurring issues, and process improvement opportunities.
- Maintain accurate case records to support quality and operational review.
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