About this role
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 issuesIssue Resolution: Investigate and resolve cases accurately using internal tools and available dataCase Documentation: Maintain detailed and structured records of all interactions following established workflowsQA Coordination: Submit and track technical or gameplay issues with QA teams and provide updates to playersPlayer Feedback: Collect and share player insights with internal teams to improve the overall experienceCompliance: Ensure player behavior aligns with platform policies, rules, and code of conductProduct Knowledge: Stay up to date with in-game features, events, and updates; actively engage with the productSLA Adherence: Meet response time, resolution time, and quality standards in a performance-driven environmentEscalations: Identify complex issues and escalate them appropriatelyRequirements
Language: Strong written English skills (B2+ or higher)Experience: Previous experience in customer support or player support preferredGaming Affinity: Strong interest in mobile or online games (strategy/MMO preferred)Communication: Clear, empathetic, and professional written communication styleAnalytical Skills: Ability to understand player issues and work with data-heavy tools and workflowsAttention to Detail: High accuracy in handling and documenting casesTechnical Aptitude: Basic understanding of technical issues and ability to navigate multiple systemsMindset: Proactive, accountable, and comfortable in structured, performance-driven environments
Preferred ToolsTicketing Systems (Theymes or similar)QA / Quality Monitoring tools (Murious or similar)Customer Support Platforms (Zendesk, Freshdesk, Intercom)Knowledge base and internal workflow toolsGoogle Workspace or similarBenefits
Company-provided laptopWe offer health insurance for contractorsHoliday Extra PayThe 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 MedellínWe 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.