NeoWork
Tier 1 Player Support Specialist (Non-Voice: Chat & E-mail)
Remote role where the employee must remain based in a particular country.
Colombia only
Employer listed it 5 weeks ago · Found 1h ago
Been open since 5 weeks ago, still being checked, but it has been live a while.
Salary
Not stated
Location
Colombia only
Timezone
Not stated
Contract
Full-time
Experience
Mid
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $80k–$140k a year, a typical range taken from 264 mid-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Work from home
This is a remote role, but the employee must be based in Colombia. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Medellín, Colombia, Medellín, Medellin, Colombia, Medellín, Medellin, Colombia, Remote"
What Nomaders makes of it
- Residency required in Colombia
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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)
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
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
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at NeoWork, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 2h ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open customer support roles with comparable remote rules.
Free to apply, no account needed.
Typically $80k to $140k per year · You'll be taken to the employer's careers page.