Player Support Specialist (Temp-to-Hire) - Global MapleStory

Nexon America • El Segundo, CA

5d • $24 - $27 • Hybrid

About The Position

The Player Support Specialist (Temp-to-Hire) - Global MapleStory is responsible for addressing escalated T2 tickets and making decisions on disputed accounts. As an advocate for our player base, the Player Support Specialist will also report game issues and feedback to the Production Team to maintain high levels of player satisfaction. We are currently working in the office 2-3x a week in a hybrid work model.

Requirements

• College degree or equivalent game-related work experience preferred
• 1+ year of game industry Player Support experience (required)
• 1 + year of handling escalated tickets (T2 and above)
• Good communication skills
• Excellent writing skills
• Good typing skills
• Proficient with Microsoft Office (Word, Excel)
• Proficient with GSuite products
• Customer Relationship Management tool experience required (Zendesk)
• JIRA, Confluence experience preferred
• Experience using Tableau or other data visualization tools is preferred
• MapleStory game knowledge preferred

Nice To Haves

• JIRA, Confluence experience preferred
• Experience using Tableau or other data visualization tools is preferred
• MapleStory game knowledge preferred

Responsibilities

• Maintain competency and understanding of all tickets for their assigned projects/titles.
• Accurately, quickly, and efficiently provide answers to player issues across multiple support channels based on Nexon America’s company policy
• Coordinate with internal and outside partners on various in-game issues, updates, etc. to ensure that we maintain a high level of customer satisfaction.
• Identify patterns or common issues players are reporting using data and player feedback to suggest feature updates, player compensation, or issue resolution to Production
• Review outsource-handled tickets to ensure our agents follow the proper procedures. If there is an issue, assess if it is due to the process itself (and revise if needed) or forward the ticket to the OS Leads for further review
• Test existing live game operation tools and request new tool features or updates to Production as needed
• Work with the InfoSec Team to investigate banned accounts for hacking, botting, real money trading, etc.
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees