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Open nowPosted 45 days ago

Tier 1 Player Support Specialist (Non-Voice: Chat & E-mail)

Workable (global search)108,016 open roles

Where
Colombia
Work mode
Remote
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Your applicationOpen nowTier 1 Player Support Specialist (Non-Voice: Chat & E-mail)Workable (global search) · Colombia

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Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 45 days ago

Workable (global search) median: 7 days open

The posting

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

  • Player Support: Handle player inquiries via chat and email related to gameplay, accounts, payments, and technical issues
  • Issue Resolution: Investigate and resolve cases accurately using internal tools and available data
  • Case Documentation: Maintain detailed and structured records of all interactions following established workflows
  • QA Coordination: Submit and track technical or gameplay issues with QA teams and provide updates to players
  • Player Feedback: Collect and share player insights with internal teams to improve the overall experience
  • Compliance: Ensure player behavior aligns with platform policies, rules, and code of conduct
  • Product Knowledge: Stay up to date with in-game features, events, and updates; actively engage with the product
  • SLA Adherence: Meet response time, resolution time, and quality standards in a performance-driven environment
  • Escalations: Identify complex issues and escalate them appropriately

Requirements

  • Language: Strong written English skills (B2+ or higher)
  • Experience: Previous experience in customer support or player support preferred
  • Gaming Affinity: Strong interest in mobile or online games (strategy/MMO preferred)
  • Communication: Clear, empathetic, and professional written communication style
  • Analytical Skills: Ability to understand player issues and work with data-heavy tools and workflows
  • Attention to Detail: High accuracy in handling and documenting cases
  • Technical Aptitude: Basic understanding of technical issues and ability to navigate multiple systems
  • Mindset: Proactive, accountable, and comfortable in structured, performance-driven environments

Preferred Tools

  • Ticketing Systems (Theymes or similar)
  • QA / Quality Monitoring tools (Murious or similar)
  • Customer Support Platforms (Zendesk, Freshdesk, Intercom)
  • Knowledge base and internal workflow tools
  • Google Workspace or similar

Benefits

  • Company-provided laptop
  • 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 with required in-person sessions in Medellín
  • 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.
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