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Senior Game Support Specialist

WHO WE ARE

NCSOFT is a premiere digital entertainment company and global publisher with worldwide locations and more than 4,000 employees focused on bringing extraordinary games to life for millions of fans around the world. Established in 1997 and headquartered in Seoul, South Korea, we quickly became a key leader in online games. Best known for critically acclaimed franchises including Lineage, Aion, Guild Wars, and Blade & Soul, NCSOFT is also one of the world’s top mobile developers with Lineage 2M occupying the #1 grossing revenue slot on Google Play. Our core goal is making people in this world happier by delivering games that entertain a globally connected audience has remained the same. Our culture is innovative, creative, collaborative and impactful, and we are passionate about creating the best gaming experiences for our players.

WHY JOIN THE CUSTOMER SUPPORT TEAM?

• You are a passionate gamer . You will join us in supporting multiple AAA titles. We are all gamers and we love helping our fellow players!
• You enjoy creating positive user experiences. This is at the core of what we do. You think about how we best prevent players from having to contact us and how to make their interactions with our team seamless. You learn from negative feedback and get satisfaction from positive outcomes.
• You love a challenge. You will encounter daily opportunities to overcome new challenges and problems. You thrive in a fast-pasted, high-volume work environment.
• You love to share your knowledge and experience . We know our games and our player base inside and out and we leverage that knowledge to drive improvement. You are good at finding ways to best impart your knowledge to internal teams and our customers.

WHAT YOU'LL DO

As a Senior Game Support Specialist, you will deliver best in class support to all our players through a variety of support channels.

You have a passion for video games and a genuine love for music and music games. You can learn a new product inside and out and you have what it takes to deliver the best player experience possible. You know your way around social media and have some experience streaming video game content online.

• As an NCSOFT games subject matter expert, you will be a point of contact for the customer support team.
• You will respond to customers via email, phone, or chat as required by the team lead.
• You will recommend updates to standard responses, internal procedures and training documentation, knowledge base articles and game guides.
• You will communicate procedure updates and continually champion good customer service practices to internal and external game support teams.
• You will provide training to game support agents at multiple vendors.
• You will help ensure high-quality support is delivered in line with service levels set by management.
• You will recommend changes to game support policies and procedures to the Game Support Lead, based on customer feedback and quality review processes.
• You will help ensure bugs are reported to QA and followed-up in a timely manner.
• You will provide helpful content to the player base via various communication channels, including the support site, social media and live streaming.
• You will be asked to complete tasks and projects that are assigned by management that may not fall into the scope of the daily routine.

WHAT YOU'LL NEED TO BE SUCCESSFUL

• Passionate commitment to satisfying customers’ needs.
• A passion for video games and love of music.
• Excellent oral & written communication.
• Able to recommend process improvement.
• Adaptable to changing demands.
• Ability to multitask and manage conflicting priorities.
• Proactively communicate concerns/issues to mitigate risk.

EDUCATION/TRAINING/EXPERIENCE

• High school diploma or GED required; Bachelor’s degree a plus.
• Experience in a contact center environment.
• Previous experience in the gaming industry.
• Experience with a customer support ticketing system. Zendesk experience a plus.

PLUSES

• Background in music production or DJing or proficiency with musical instruments.
• Experience with remote and vendor teams highly desirable.
• Video game content streaming and social media management experience.
• Proficiency in a second language.