T2 Escalations Player Support Specialist — Hybrid

Nexon America; El Segundo (CA); Híbrido; USD 34.000 - 41.000; A tiempo parcial

Descripción de la vacante

Nexon America is seeking a Mabinogi Player Support Specialist (Temp-to-Hire) in El Segundo, CA. You will handle escalated T2 tickets and advocate for players, reporting issues to Production to improve satisfaction.

We operate on a hybrid model, with on-site days 2-3 times per week, and you will collaborate with internal partners and Infosec on account suspensions while delivering high-quality player support across channels.

Formación

• 1+ year in game industry Player Support or related
• 1+ year handling escalated tickets (T2+) preferred
• College degree or equivalent game-related work experience preferred

Responsabilidades

• Maintain competency and understanding of all tickets for assigned projects. Provide accurate, quick answers to player issues via multiple support channels per policy.
• Coordinate with internal and external partners on in-game issues and updates; identify patterns and suggest improvements to Production.
• Review outsource-handled tickets to ensure proper procedures.
• Test live game operation tools and request new tool features or updates to Production as needed.
• Work with InfoSec to investigate banned accounts for hacking, botting, or real-money trading.
• Other duties as assigned

Conocimientos

Strong communication skills

Excellent writing

Strong typing skills

Microsoft Office

GSuite

Zendesk

JIRA

Confluence

Tableau / data visualization

Mabinogi knowledge

Educación

College degree or equivalent game-related work experience

Herramientas

Zendesk

JIRA

Confluence

Tableau

Descripción del empleo

Nexon America is seeking a Mabinogi Player Support Specialist (Temp-to-Hire) in El Segundo, CA. You will handle escalated T2 tickets and advocate for players, reporting issues to Production to improve satisfaction.

We operate on a hybrid model, with on-site days 2-3 times per week, and you will collaborate with internal partners and Infosec on account suspensions while delivering high-quality player support across channels.