Player Support Specialist — Hybrid Role (Temp-to-Hire)

Nexon; El Segundo (CA); Híbrido; USD 34.000 - 41.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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

Conocimientos

Good communication

Excellent writing

Good typing

Microsoft Office

GSuite

Zendesk

JIRA

Confluence

Tableau

Mabinogi knowledge

Educación

College degree or equivalent game-related work experience preferred

Herramientas

Mabinogi game tools

Descripción del empleo

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.