# Bilingual Italian-English Player Support Representative - Talent Pooling

**Company:** [Side](http://jobs.workable.com/companies/ryEW8icxs3mdwJYB31Ab5U.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Contract
**Department:** Player Support

[Apply for this job](http://jobs.workable.com/view/0616b9b9-68ba-4ace-87ed-4059df496351)

## 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 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.

## Requirements

**Tech & Support**

-   Troubleshoot and resolve game-related issues
-   Handle multiple chats, emails, and calls
-   Document actions clearly in ticket systems

**Soft Skills**

-   Problem-solving, empathy, and concise communication
-   Adaptable across games, tools, and policies
-   Time-efficient without sacrificing quality

**Professionalism**

-   Player-first mindset with policy awareness
-   Accountable, collaborative, and security-conscious
-   Calm under pressure, friendly in tone

**Language**

-   **Fluent in** **both English and Italian**

**Bonus Points**

-   Zendesk, Salesforce, or similar ticketing experience
-   Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC)
-   Passion for gaming and player communities