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.ResponsibilitiesPlayer 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 appropriatelyRequirementsLanguage: 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 environmentsPreferred 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 similarBenefitsCompany-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.
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.
At NeoWork, success is measured not just in metrics, but in human connections. We are proud to continue attracting and retaining dedicated team members who are passionate about driving meaningful change. Together, we redefine what is possible, embracing a growth mindset in a global landscape of talent and innovation.
At NeoWork, success is measured not just in metrics, but in human connections. We are proud to continue attracting and retaining dedicated team members who are passionate about driving meaningful change. Together, we redefine what is possible, embracing a growth mindset in a global landscape of talent and innovation.
