Tier 1 Player Support Specialist (Non-Voice: Chat & E-mail)
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 18h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 26d ago
The date the source published, not the day we noticed it (2026-08-20). Last seen at its source just now.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Colombia
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $1,325–1,400/mo
Middle 50% of 15 listings that do state pay — Customer · all levels · Colombia · USD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
workable employer's own board first seen 10d ago · last seen just now
The listing
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.