Customer Service Anti-Cheating Specialist
More information about this job
Jagex games studio is looking for an anti-cheating and brand protection investigator to work with the other specialists in the ICU team.
Anti-Cheating (ACT) specialists work to ensure that all of the products in the Jagex portfolio offer a safe and fun environment for players by removing automated cheating and real world trading as well as protecting players from those impersonating both the staff and intellectual property of Jagex for the purposes of phishing and hijacking.
In addition to responding to player queries, the successful candidate will work alongside the rest of the ACT team, using industry leading tools, to find accounts guilty of macroing, real world trading, hijacking and phishing as well as working closely with development, product and analytics teams across the company to proactively combat abuse within Jagex games.
In return you’ll receive a competitive salary, options for a sponsored gym membership, private health care, flexible working, cycle repair, free parking and fresh fruit delivered to your team every day.
We also have a full bean style coffee machine that provides hot drinks available throughout the day. Expect to be invited to team events once a quarter as well as company-wide parties to celebrate our successes.
The successful applicants will be able to enjoy our newly refurbished office which includes contemporary break out areas, gaming zones, high tech meeting rooms, a huge Atrium with tiered seating and our very own private bar!
Main Duties and Responsibilities:
The detection and investigation of automated cheating
In-depth account security investigations
Working to ensure the protection of the Jagex brand
Supporting the wider department with specialist account investigations
Reviewing player behaviour to support the moderation of our products
Answering customer queries by email and on social media
Assisting customers with account security and recovery issues
Performing business critical system monitoring
Essential Skills & Requirements:
A team player with a great work ethic
A strong interest in computer security, investigations or related fields
Self-motivated and able to work largely unsupervised
Previous experience in some form of a customer facing or support role
Willingness to receive and act on feedback to continuously improve personal performance
Strong decision maker and able to apply sound judgement
Strong analytical and investigative skills
Good understanding of internet account security issues including two factor authentication and phishing
Ability to review complex information from a variety of sources and then make a great decision for the customer and the business
An intermediate understanding of the internet, including knowledge of how IP’s, ISP’s and VPN/proxy servers work
Excellent written output including the ability to tailor individual correspondence so it is positive, personal, professional, friendly and engaging
Good / advanced understanding of the history, mechanics and game play of ‘RuneScape’
Tolerance for exposure to inappropriate language and behaviour occasionally shown by people online – including viewing unfiltered player chat logs
Previous games industry or online service experience
Strong Excel skills
Knowledge of scripting or programming
Knowledge or experience of databases and SQL
Full Time: 39.5 hours a week / Part Time: 20 hours a week
We offer flexible working with the option to choose the shifts you wish to work in advance (subject to operational requirements).
The shifts are typically 8 working hours, the majority of which fall into a regular ‘office day’.
Due to the nature of our global customer base, there is a need for some occasional evening shifts, weekend working and nights. Night shifts are required about once every 4 weeks and offer the additional benefit of working from home. Full training and equipment is supplied.
Temporary 6 month contract full or part time.
To behave at all times in a professional manner, maintaining a positive and conscientious work ethic whilst also demonstrating initiative and determination to get the job done.
To work effectively with colleagues both within the immediate team and across the company whenever necessary.
To demonstrate a willingness to adapt to the evolving environment of the company, teams and work requirements.
Drive to learn, grown and improve their current skill set and that of the function. Maintaining professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.