Italian Player Support Advocate

About the company

Side (formerly PTW) 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 20 studios in 14 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.   

Experience our side of life. For more information, visit  

About the role

Side Romania is looking for a Full-Time Italian Player Support Advocate Tier 1. As a Player Support Advocate, you'll represent our brand by delivering top-tier support to gamers and loyal customers. We're looking for someone passionate about customer service, calm under pressure, technically inclined, and proactive with a positive "can-do" attitude.

Working in a global, multilingual environment, your goal will be to ensure a seamless and positive customer experience. We provide full training and ongoing support, with clear career progression opportunities, including Tier 2 Advocate, Language Specialist, Coach, Team Manager, Subject Matter Expert, or even Game Master

Key Responsibilities

• Deliver high-quality customer support via email, chat, and phone for inquiries related to technical issues, gameplay, and billing.
• Ensure all communications reflect accuracy, professionalism, and attention to detail.
• Manage support tickets in the designated language and, when necessary, utilize translation tools or collaborate with colleagues to assist in other languages.
• Provide translations upon request to support internal and external communication needs.
• Track and manage multiple customer queries, analyze reported issues, leverage knowledge bases, and conduct independent research to resolve concerns effectively.
• Diagnose software and hardware issues and provide appropriate troubleshooting steps and solutions. Identify recurring issues and trends, and proactively share feedback with supervisors to improve processes and customer experience.
• Create, edit, and maintain client accounts using company-approved tools and systems.
• Adhere strictly to client escalation procedures and ensure comprehensive troubleshooting prior to escalation.
• Perform additional customer support-related tasks as required to meet operational needs.
• Maintain focus on work-related activities during scheduled hours, ensuring compliance with job responsibilities and company policies.
• Contribute to team efficiency by supporting process improvements and collaborating to ensure smooth operations.
• Comply with all established workflows, procedures, and guidelines provided during training and as updated by managers or clients.
• Accurately report completed work and timekeeping records in accordance with company standards.
• Assist colleagues in aligning with current procedures and workflows to maintain consistency across the team.
• Actively report any issues that may hinder normal workflow or impact service delivery.

Requirements

• Fluency in Italian & English (reading & writing).
• Strong attention to detail, communication, and computer skills.
• Self-motivated, proactive, and collaborative in a multilingual team.
• Logical, methodical thinking with problem-solving skills.
• Patience, perseverance, and high concentration levels.
• Experience with PC/console gaming is a plus.
• Comfortable discussing technical issues related to gaming hardware.
• IT literacy, tech-savviness, or experience in Customer Service/Technical Support is beneficial (training provided).
• Ability to multitask across chats, emails, and calls while maintaining accuracy.
• Passion for helping and delivering the best customer experience.
• Candidate must be based with Romania

What we offer:

• You will be working for the pre-eminent global provider of specialist services to the games industry and provided with full training and the opportunity to work on some of the biggest game clients, titles, projects, and tech in the world.
• Attractive remuneration, holidays, regular team competitions with great prizes; and inclusion into an extensive social calendar. Our environments thrive with collaborative team-work with people from all around the world, different nationalities, and languages.
• A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability. We care about the wellbeing of our employees and have a dedicated employee wellbeing programme. We empower our people and offer regular progression opportunities to ensure our employees flourish.
• Remote/Homeworking with flexible working schedules, a fun environment, and a relaxing culture, including the opportunity to work with the leading technology and creative minds in the world.
• Learn as you work and be part of something real that changes the face of gaming - forever
• Working with a global multi-lingual workforce with superb training and promotion and progression opportunities.