Senior Player Support Specialist

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, KartRider, 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 3 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

In addition to the duties of a Player Support Specialist, the Senior Player Support Specialist serves as the primary contact between our outsourced support and internal Player Support team. They are also responsible for assisting both internal and outsourced Player Support Specialists with various ticket issues. The Senior Player Support Specialist's top priority is always putting players first. With this in mind, they may need to allocate tickets to the rest of the team to maintain quick turnaround times, communicate between multiple departments during high-impact issues, and create or revise policies to ensure we maintain a high level of player satisfaction.

We are currently working in the office 2-3x a week in a hybrid work model.

Job Responsibilities

• Manage internal issue knowledgebase and coordinate workflow of Player Support Specialists
• Be the main point of contact between PS and OS Leads during live incidents, utilizing problem/incident management to streamline handling high ticket volumes
• Investigate and research solutions for questions regarding tickets and ticket protocol and resolve Tier 2 tickets, as necessary
• Act as a project lead for any departmental initiatives while also assisting the PS Manager with conceptualizing new goals and projects to focus on
• Player Support Specialist day-to-day duties
• Train, mentor and coach both internal and outsourced Player Support Representatives
• Analyze daily, weekly, and monthly reports provided by the Outsource Team to assess productivity and efficiency. Utilize the data to make recommendations for streamlining processes and increase tickets/chats handled per hour
• Other duties as assigned

Work Experience

• 2 - 4 yrs of game industry CS work experience
• Team Lead experience is a plus
• QA experience is a plus
• Outsourced support experience is a plus

Education, Professional Training, Technical Training or Certification

• College degree or equivalent game related work experience preferred

Knowledge/Skills

• Analyze data, report creation
• Process creation and implementation
• Proficiency with multi-channel communication (Slack, Teleconference, in person)Excellent writing skills
• Excellent project management skills
• Ability to work well in a team environment
• Customer Relationship Management tool experience preferred (Helpshift, Zendesk, Salesforce, etc.)
• Familiarity with mobile SDK integration
• Experience using Tableau or other data visualization tools
• Confluence/JIRA (PM tools)
• Proficient with MS Office
• Proficient with GSuite products
• Bilingual (Korean) a plus

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

Nexon's Benefits and Perks

We offer medical, dental and vision plans for you, your spouse or domestic partner and your children. Employees who enroll in the high deductible health plan receive an annual employer contribution to a health savings account and company paid hospital indemnity benefits. We also provide company paid life, AD&D, short-term and long-term disability benefits as well as access to voluntary life and AD&D for yourself and your dependents, flexible spending accounts, a 401(k) savings plan with a company match, and pet insurance. Nexies are encouraged to take advantage of our monthly wellness credit, participate in lunchtime yoga, and enroll in language classes. We host bi-monthly catered lunches, monthly happy hours, and maintain a well-stocked snack bar. To help you maintain a good work life balance, we offer paid time off, sick days, company holidays, and a year-end break.

Nexon is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law and will not be discriminated against on the basis of disability.

Compensation Description for Pay Transparency (hourly)

The base salary range for this position in El Segundo, CA is $21.62 - $32.44 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.