Player Support Specialist

Nexon; El Segundo (CA); Hybrid; USD 34,000 - 41,000; Full time

Job summary

Nexon America is seeking a Mabinogi Player Support Specialist (Temp-to-Hire) to address escalated T2 tickets and advocate for players. You will report game issues and feedback to the Production Team while collaborating with internal and external partners in a hybrid office setup 2-3 days per week.

Ideal candidates have 1+ year in game support, proven ability with Zendesk, JIRA/Confluence, and strong writing skills. Familiarity with Mabinogi is a plus.

Qualifications

• 1+ year of game industry Player Support experience (required).
• 1+ year of handling escalated tickets (T2 and above).
• College degree or equivalent game-related work experience preferred.

Responsibilities

• Maintain competency and understanding of all tickets for their assigned projects/titles. Provide accurate, quick answers to player issues across multiple support channels per Nexon America policy.
• Coordinate with internal and outside partners on in-game issues to ensure high customer satisfaction. Use data and feedback to suggest feature updates or issue resolutions to Production.
• Review outsource-handled tickets to ensure proper procedures; forward issues to OS Leads if needed.
• 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

Good communication

Excellent writing

Good typing

Microsoft Office

GSuite

Zendesk

JIRA

Confluence

Tableau

Mabinogi knowledge

Education

College degree or equivalent game-related work experience preferred

Tools

Mabinogi game tools

Job description

About Nexon

Nexon America is a branch of Nexon Co., Ltd., a global video game publisher and leading developer of online virtual worlds for PCs, consoles, and mobile devices. Nexon proudly offers celebrated franchises like MapleStory and Mabinogi that have been enjoyed by millions of players for over two decades. When we founded our Nexon America branch in 2006, we made it our goal to bring those unique games to western players using a player-first approach. We achieve that goal by applying our team’s outstanding free-to-play expertise and live game support to every decision, every day.

But we’re committed to more than our games! Here at Nexon America, we’re all about open communication, diversity, mutual respect, and collaboration, so we can bring out the best in each other. Nexies find support, friendship, and career growth all in one place! And because we know a healthy work-life balance is the key to happiness, Nexies also enjoy flexible hours, a hybrid work model, and extra perks like food trucks, happy hours, and team events. It’s why we’ve earned the Great Place to Work certification for 6 years running!

We’re looking to expand our team with passionate individuals who want to learn, play, and grow with us. Ready for a new challenge?

Summary of Position

The Mabinogi Player Support Specialist (Temp-to-Hire) 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.

Job 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

Work Experience

• 1+ year of game industry Player Support experience (required)
• 1 + year of handling escalated tickets (T2 and above)

Education, Professional Training, Technical Training or Certification

• College degree or equivalent game-related work experience preferred

Knowledge/Skills

• 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
• Mabinogi game knowledge preferred

Management has the right to add or change duties and job requirements at any time.

Compensation Description for Pay Transparency (hourly)

The base salary range for this position in El Segundo, CA is $25.00 - $30.00 hourly.

Our salary ranges are determined by market data based on position and level. The range displayed on each job posting reflects the minimum and maximum salaries for that position. An individual’s pay is determined by factors including, but not limited to, a candidate’s qualifications, skills, experiences, relevant education or training, and location.

Base pay is one part of the Total Rewards package that is provided to compensate and recognize employees for their work. This role may be eligible for additional discretionary bonuses/incentives, however the salary range listed in this job posting reflects the base salary only.