Job description Greetings from SIDE! We are hiring for the role of Trainee Technical Support Representative - Freelancer. key Responsibilities Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity. Diagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow-up. Guide users through product features and functionality. Ensure consistent support quality by adhering to established standards and policies. Collaborate and coordinate with team members to deliver the best possible support outcomes. The ability to adapt to 8 hours flexible scheduling with one weekly off or two depends on the requirement. Ready to participate when there is more demand based on the Client Requirements. Rotational Shift (Morning, Evening, Night) Mostly Night Shift. Attend daily huddles/meetings to stay aligned on policy or Self-upskilling to stay updated with new policies and process changes before starting the shift. Maintain service-level agreements (SLAs) and performance KPIs (e.g., response time, resolution time, CSAT, First Contact Resolution). Maintain a minimum typing speed of 25 WPM to ensure prompt and efficient communication. Escalate complex issues to the appropriate internal teams when necessary. Document recurring technical issues and escalate to the appropriate teams. Share insights with colleagues to continuously improve solutions. Delivery support in line with tone, empathy, and professionalism guidelines. Qualifications Minimum Education: Completion of high school or equivalent qualification. Experience: Open to entry-level candidates and those new to the workforce. Prior experience in email/chat/callback-based customer support is an advantage. Experience in gaming or technical support is a plus. Technical Requirements Candidates must have their own system with the following minimum specs: Windows 10 or above (or latest macOS) [Genuine Windows Copy good to have.] Minimum 8 GB RAM A recent or good-performing processor such as [i5 or higher] Hard Drive Type: SSD Internet speed: 50 Mbps or higher (with decent upload and download speeds) Microphone and audio capability At least one/two USB-A port (for our security device) Technical Skills Troubleshooting Ability: Ability to understand and logically resolve common technical issues faced by players. Identify root causes Recognize when to escalate Multichannel Support: Adaptable in managing support via email, chat, and callbacks. Handle multiple concurrent inquiries Adjust tone and format to suit the support channel Documentation Accuracy: Ability to properly log issues, resolutions, and internal notes. Write detailed, structured notes Record all actions taken on a ticket Good to Have Skills Ticketing System Proficiency: Experience with Zendesk, Salesforce, or similar support platforms. Navigating and managing tickets Proper tagging, categorization, and documentation Utilizing macros or canned responses Managing ticket escalations Gaming Knowledge: Familiarity with supported games, including their mechanics, updates, and common player concerns. Awareness of game policies Ability to verify game data Understanding of game-specific terminology Console Knowledge: General understanding of major gaming consoles. PlayStation Xbox PC Ideal Candidate Traits Logical thinker, empathetic listener, and fast learner. Genuinely player-focused with a passion for games and community. Thrives in dynamic, collaborative environments with high attention to detail. Whats in It for You Work directly with global gamers and improve real-time support skills Gain hands-on experience with technical troubleshooting and gaming platforms Be part of a collaborative, fun, and supportive team environment

Role & responsibilities: The Power BI and Excel Reporting Analyst is responsible for developing and maintaining comprehensive reports and dashboards using Microsoft Power BI and Excel. This role will involve collecting and analyzing data, ensuring data accuracy, and providing actionable insights to support business decision-making processes. Report Development: Design, develop, and maintain Power BI and Excel reports and dashboards to meet business requirements Data Modeling: Create data models and perform data transformation using Power Query and DAX in Power BI, as well as advanced Excel functions and formulas. Data Integration: Integrate data from various sources such as SQL databases, Excel files, cloud services, and other business applications. Performance Optimization: Optimize report performance by fine-tuning data models, DAX queries, and Power BI/Excel settings. User Training: Provide training and support to end-users to help them understand and utilize Power BI and Excel reports and dashboards effectively. Collaboration: Work closely with business stakeholders to gather requirements, understand business processes, and ensure alignment of BI solutions with business needs. Documentation: Document report requirements, data models, and report specifications. Data Quality: Ensure data accuracy and integrity by implementing data validation and cleansing techniques. Troubleshooting: Identify and resolve issues related to Power BI and Excel reports and data discrepancies. Stay Current: Keep up to date with the latest trends and advancements in Power BI, Excel, and data analytics technologies Create, update and maintain reports in Power BI, Automate reports using VBA Macros and Develop and distribute contact center reports in accurate and timely manner. Ensure all periodic and ad hoc reports/dashboards are prepared as per stakeholder requirements and frequency. Update/Generate schedules using WFM tools, Create/Maintain SOPs and ID management: Update the changes in role, attritions, new additions etc. Preferred candidate profile 2 5 Years of experience in contact center reporting, data analysis, MIS and Power BI Tool. Should be amenable to work on different schedules (Day Shift, Mid Shift, Night Shift) Proficiency in Advanced Excel, SQL, VBA Macros, PowerBI Excellent Interpersonal skills with out of the box problem solving approach. Experience in developing dashboards and understandable reports using visualizations in Power BI