Jagex
Player Support Specialist (12 Month FTC)
The job & the team!
Are you experienced in Customer Service and have a passion and enthusiasm for the games industry?
As a Player Support Specialist at Jagex, you will ensure that every interaction (both 1st line, and 2nd line) we have with a player increases their loyalty to our brand and creates advocates for our services and products, whilst ensuring department senior management are aware of the problems our players are facing and your recommended solutions.
Working as part of our talented team you will have the opportunity to:
· Answer player enquiries via email with professionalism, expediency, and quality.
· Assist players with account and payment issues.
· Identify, own, and seek resolutions for player issues, acting internally as the 'Voice of the Player'.
· Perform essential on and off system checks such as community safety/moderation, disputes, and system monitoring checks.
· Utilise off-queue time to assist in specific areas of ownership and value-added project work.
What we’re looking for:
· Proven Ability to review information from a variety of sources and then make a great decision for the customer and the business
· Excellent written English including the ability to craft messages that are positive, personal, professional, friendly and engaging
· Previous experience in some form of customer facing or support role, ideally online, or in a role with transferable skill sets
· Evidence of investigative skills
· Solid time management
· Willing to take ownership of tasks
· Strong prioritisation and planning skills
Please note that due to the nature of the Player Support function at Jagex, this role will require you to work some weekend days. (Usually about 4 days per month)
Company Overview:
A leader in creating deep and engaging experiences on PC and mobile, Jagex was founded in 2001 and is today one of the UK’s biggest and most respected video game developers and publishers.
Famed for its flagship MMOs RuneScape and Old School RuneScape, Jagex has welcomed more than 260million player accounts to its world and created a $1bn lifetime franchise revenue. Today the RuneScape franchise exists beyond running games in live operations; our titles are living games that connect and inspire millions of players, with content and experiences both inside and outside of inexhaustible game worlds.
Both RuneScape and Old School RuneScape, on PC and mobile, offer ever-evolving, highly-active worlds and our community-focussed development ethos empowers players to have a real say in how each game is shaped.
Jagex is expanding and extending its portfolio with fresh franchise titles, new IP and, in 2018 launched Jagex Partners, delivering third-party publishing and operational services exclusively for the living games of the future.
Jagex employs more than 400 people at its Cambridge headquarters and is on the hunt for talented people to work across the business to help the company to achieve yet another year of record growth and player satisfaction.
Company Benefits:
- Flexible Working
- Bonus Scheme
- Private Health Care
- Gym Membership
- Monthly Energy Allowance
- Generous Pension Contributions
- Life Insurance
- Free Cycle Repair
- Income Protection
- Dental Plan
- Free Fruit and Drinks
- Subsidised Canteen
Feel like you fit this role, but don’t meet all the requirements? We strive for fresh perspectives, so as long as you can demonstrate how your attitude and other abilities might make up for any gaps we would welcome your application!
Jagex are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, religion or belief.
Customer Service