Nexon America is a global video game publisher and leading developer of online virtual worlds. The Player Support Specialist is responsible for addressing escalated T2 tickets, advocating for players, and reporting game issues to the Production Team to enhance player satisfaction.
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
Skills
- 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)
- College degree or equivalent game-related work experience preferred
- JIRA, Confluence experience preferred
- Experience using Tableau or other data visualization tools is preferred
- MapleStory game knowledge preferred
Benefits
- Flexible hours
- Hybrid work model
- Extra perks like food trucks
- Happy hours
- Team events
Company Overview
Nexon is building a workplace based on mutual respect, good humor, and the pursuit of excellence because we believe that great games can only be built by amazing people. It was founded in 2002, and is headquartered in Tokyo, Tokyo, JPN, with a workforce of 201-500 employees. Its website is https://www.nexon.co.jp/.