Job Description
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
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
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.
