Trainee Technical Support Representative - Freelancer

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