Search for Player Support Specialist roles in El Segundo, CA, within the gaming industry, requiring 1+ years of game industry experience, with a focus on customer support, and a salary expectation of $24-$27 per hour.

Okay, I've found 12 Player Support Specialist roles in El Segundo, CA, within the gaming industry, requiring 1+ years of experience in player support, with a salary range of $24-$ 27 per hour. You can review these opportunities now.

Player Support Specialist

El Segundo, CA

Gaming

1+ years

$24

$27

Can you help me to analyze the job description and company culture?

Sure. Here's the analysis:

Job Analysis:

The Global MapleStory Player Support Specialist at Nexon is fundamentally hired to act as a crucial intermediary between players and the company, ensuring that player queries and issues are addressed swiftly and effectively. A key aspect of this role will involve managing tier 2 (T2) support tickets, which indicates that the individual will be responsible for navigating more complex player issues that require a higher level of judgment and expertise. Responsibilities will range from providing timely responses to player inquiries across various support channels to collaborating with different teams to communicate player feedback and game issues. The candidate will need to recognize patterns in player complaints, which not only addresses present concerns but also informs future updates and enhancements to the game. Success in this role will not only be characterized by the resolution of player issues but also by the cultivation of player satisfaction and retention through quality interactions. This implies a need for strong problem-solving skills, attention to detail, and the ability to communicate abstract game-related issues effectively and empathetically. Furthermore, familiarity with tools like Zendesk for customer relationship management, as well as data visualization skills using Tableau, will be essential for analyzing player feedback and improving service delivery, while a passion for MapleStory will enhance relatability with the player base.

Company Analysis:

Nexon operates in the competitive realm of online gaming, acknowledged as a leading global video game publisher with a diverse portfolio that includes beloved franchises. Its strong positioning within the market reflects a focus on player-centric experiences, indicating a company culture that prioritizes open communication, mutual respect, and collaboration among its employees. The work environment is characterized by flexibility and an emphasis on work-life balance, which is essential in the fast-paced gaming industry, as it fosters creativity and well-being in its staff. As a Player Support Specialist, the successful candidate will not only contribute to the overall player experience but also engage with various internal teams, suggesting that this role entails significant cross-functional interaction. The Specialist will have the opportunity to impact the game’s development positively, as they will relay critical player insights to production teams. This strategic hire is geared toward maintaining Nexon’s commitment to high-quality service and innovations, ultimately aligning the role with the broader goal of sustaining player satisfaction and loyalty within an increasingly competitive landscape.

Mock up some interview questions based on the job description.

Absolutely. Here are some mock interview questions that could come up:

Tell me about a time when you resolved a particularly challenging player issue. What approach did you take, and what was the outcome?
Describe your experience with handling escalated support tickets. What strategies do you use to avoid escalation when possible?
Has there ever been a time when you identified a pattern in customer feedback that led to significant changes? How did you handle that situation?
What excites you most about working in player support for online games like MapleStory?
How would you approach reviewing outsourced tickets to ensure quality and adherence to company standards?
Can you share your experience with CRM tools like Zendesk? How have you used them to improve customer service?
Imagine you receive a ticket about a suspected hacking incident. What steps would you take to investigate and resolve it?
If a player is dissatisfied after a ticket has been resolved, what steps would you take to handle the situation?
Why are you interested in working for Nexon, and how does our commitment to mutual respect and collaboration resonate with you?
What skills or experiences do you possess that would enable you to excel in this role within a vibrant company like Nexon?
As a Global MapleStory Player Support Specialist, how would you ensure that players feel heard and valued in their interactions with the support team?
What additional questions do you have about our company's approach to player feedback and support?

Job Details

Overview Company

Player Support Specialist

$24/h-$27/h

Nexon America

3 days ago

Highlight

HybridFull-time1+ yearEntry

Summary

Nexon America is seeking a Global MapleStory Player Support Specialist (Temporary) to join their team in El Segundo, CA. The role involves addressing escalated T2 tickets, making decisions on disputed accounts, and reporting game issues to maintain player satisfaction.

About the Role

As a Global MapleStory Player Support Specialist, you will maintain competency in handling tickets for assigned projects, provide answers to player issues, coordinate with internal and external partners, identify patterns in player feedback, review outsource-handled tickets, test game operation tools, and work with the InfoSec Team to investigate banned accounts.

About You

Required:

1+ years of game industry Player Support experience.
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).

Preferred:

College degree or equivalent game-related work experience.
JIRA, Confluence experience.
Experience using Tableau or other data visualization tools.
MapleStory game knowledge.

Benefits

Medical, dental, and vision plans for employees and their families.
Annual employer contribution to a health savings account for high deductible health plan enrollees.
Company paid life, AD&D, short-term and long-term disability benefits.
Access to voluntary life and AD&D for employees and dependents.
Flexible spending accounts.
401(k) savings plan with a company match.
Pet insurance.
Monthly wellness credit.
Lunchtime yoga.
Language classes.
Bi-monthly catered lunches.
Monthly happy hours.
Well-stocked snack bar.
Paid time off, sick days, company holidays, and a year-end break.

Nexon America

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. Our vision is to create high quality, innovative online games that create unforgettable experiences for players around the world.

Nexon has an ever expanding worldwide team of over 6,500 employees and boasts a diverse global portfolio that includes titles like MapleStory, Dungeon Fighter Online, Mabinogi, and many more. If you want to be part of building an exciting game company, let’s talk!

El Segundo, CA