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In-Game Support Representative I

El Segundo, CA

Responsible for providing in-game customer support and enforcing game rules and policies for our online games while meeting department quality and productivity standards. This department operates 24 hours per day, 7 days per week. Your schedule will be determined based on business needs.


Responsibilities

  • Resolves in-game customer concerns via proprietary tools.
  • Resolve concerns including but not limited to inappropriate language, grief tactics, game errors, and game cheats & exploit issues through investigation of server records.
  • Request disciplinary action on customer accounts in violation of the rules and policies governing our online games.
  • Stay current on all elements of the project and community through the official website and other resources.
  • Accurately and concisely document customer call history or disciplinary action through proprietary tools.
  • Stay up to date with most current rules, policies, and procedures.
  • Escalate issues to appropriate teams when necessary.
  • Other duties as assigned.


Requirements

  • High school diploma or equivalent. 
  • Previous experience playing MMORPG titles.
  • Minimum 1-year front-line customer service experience.
  • High-end knowledge of FINAL FANTASY XI and FINAL FANTASY XIV a plus.
  • Prior call center experience a plus.
  • Prior Game Master experience.
  • Knowledge of the entertainment software industry.
  • Japanese language skills and experience working with Japanese corporations (not required, but a plus). Competencies, Skills, and Attributes
  • Minimum typing skills 40 WPM.
  • Able to work various schedules.
  • Proficiency with MS Office tools.
  • Ability to quickly learn detailed procedures throughflow chartss or e-mail.
  • Must have integrity and self-restraint.
  • Ability to multi-task in a fast-paced environment.
  • Flexibility and willingness to independently navigate areas of unfamiliarity.
  • Effective oral and written communication skills.
  • Positive and professional attitude.
  • Strong word processing and other computer skills.
  • Independent worker (i.e., takes initiative and works well with little supervision).
  • Efficient and productive.
  • A passion for video games.
  • Exceptional teamwork skills.


Benefits

  • 100% Medical, Dental, and Vision coverage- with the option to add a spouse/domestic partner and children at 2% of the premium.
  • Medical FSA (Flexible Spending Account) and Dependent Care FSA (Flexible Spending Account) to help pay for medical expenses, childcare, or adult care expenses with pre-tax dollars.
  • Wellness programs- mental health resources, counseling, financial well-being, support for future moms, a 24/7 Employee Assistance Program hotline, and much more.
  • Generous leave- from the start you can earn up to 25 days of PTO, we observe 13 major holidays and provide job-protected leave for life’s unexpected moments.
  • 401K auto-enrollment and employer-match contribution.
  • Be among the first to get copies of every game title, plus receive generous discounts on thousands of games in our library.
  • Refer our next new team member and receive a $1000 bonus.


Hourly Salary Range: $22 base

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