Player Support Specialist

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This position has been closed.
December 15, 2021
United Kingdom
£8.91 per hour

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.

Job Purpose: 

We are looking for highly motivated Player Support Specialists to join our team in either full-time (40 hours per week) or part-time (25 hours per week) capacity. Your role is crucial in ensuring 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. You will be the Voice of the Player!

The core job focuses on resolving player queries to ensure maximum player satisfaction, whilst meeting department SLAs and KPIs.

Our 'swipe right' person checklist:  

Desire to develop your career, get involved and seize opportunities to take on new tasks and challenges, strong decision maker and ability to apply sound judgement, willingness to receive and act on feedback to continuously improve personal performance. Also a great work ethic and willingness to be accountable and a professional approach with a high degree of integrity.  

What You'll Do:

Answer to player enquiries via email with professionalism, expediency and quality,  assist players with account and payment issues, reach out to players under our Duty of Care MTX policies, identify player issues, acting internally as the 'Voice of the Player' and undertake general project work where needed.

What We're Looking For:

Initial experience in a customer-facing role, ideally with an online component, or in a role with transferable skill sets as well as outstanding written English including the ability to craft messages that are positive, personal, professional, friendly and engaging. You will also need the ability to review information from a variety of sources and then make a great decision for the customer and the business and have exceptional critical thinking and attention to detail.

Nice to Haves:

Experience with ticketing systems, such as Zendesk and an understanding of internet security basics including 2FA, phishing, proxies, and social engineering. Also a good understanding of (player facing) Jagex game account management processes. We would also like to find someone with initial experience in a customer-facing role, ideally with an online component, or in a role with transferable skill sets.

How to Apply

Kickstart is a Government scheme aimed to help support young people back into work after the economic effects of the pandemic. The Job Placements are only available for Universal Credit claimants aged 16 to 24 and out of education who are referred to employers by their respective Work Coaches.

In order to apply you should:

  1. Complete this form
  2. Get in touch with your work coach (reference postal code CB4 0WA to receive a referral

About RuneScape

More than 20 years in the making and acclaimed by PC Gamer as “one of the most endearing and unique MMOs available”, RuneScape is an ever-expanding, living game that’s bursting with activity and life.

Set in a medieval fantasy land, begin by creating a character and then embark on epic journeys through a vast sandbox world that’s full of gods, warring races, unexplored dungeons, and glittering riches. Propelled by the game’s narrative, choose your own path through enthralling quests, and progress through 28 diverse skills to shape a single character in a classless world.

In RuneScape, you get to be the hero you always wanted to be and, with new content added almost every week, there’s always a new and adventurous experience to look forward to.

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