TIER 1 PLAYER SUPPORT SPECIALIST (NON-VOICE: CHAT & E-MAIL)

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.