Player Support Specialist

TL;DR

Player Support Specialist: Handling escalated player support tickets and disputed accounts for Global MapleStory with an accent on maintaining high player satisfaction and coordinating with production teams. Focus on investigating account issues, testing live game tools, and ensuring compliance with company policies in a hybrid work model based in El Segundo, CA.

Location: Hybrid in El Segundo, California, United States

Salary: $24.00 - $27.00 per hour

Company

hirify.global America is a leading global video game publisher known for franchises like MapleStory, focusing on player-first live game support and a collaborative work environment.

What you will do

• Provide accurate and efficient responses to player issues across multiple support channels based on company policy.
• Coordinate with internal and external partners to resolve in-game issues and maintain customer satisfaction.
• Review outsourced tickets to ensure proper procedures and escalate as needed.
• Test and request updates for live game operation tools.
• Investigate banned accounts for violations such as hacking and botting with the InfoSec Team.
• Perform other duties as assigned.

Requirements

• Must be located in or able to work in the United States (El Segundo, CA).
• 1+ year of game industry Player Support experience, including handling escalated tickets.
• Good communication, writing, and typing skills.
• Proficiency with Microsoft Office, GSuite, and CRM tools (Zendesk required).
• College degree or equivalent game-related work experience preferred.

Nice to have

• Experience with JIRA, Confluence, and data visualization tools like Tableau.
• Knowledge of MapleStory game.

Culture & Benefits

• Hybrid work model with 2-3 days in office per week.
• Flexible hours and work-life balance.
• Team events, food trucks, and happy hours.
• Great Place to Work certified for 5 years.