• Player Support Anti-Cheating Specialist

    Department
    Customer Support
    Contract
    Full-time
    Location
    UK-Cambridge
  • Overview

    Home to the iconic massive multiplayer online role-playing game RuneScape and its extended family of adventurous titles, we’re a leading games studio that places our players at the heart of everything we do.

     

    We’ve welcomed over 250 million players to RuneScape’s world of enthralling fantasy and, together with our team of passionate game creators, our community helps to shape how our games evolve.

     

    From casting votes on future game content, to interacting with the studio teams in live streams and in chat, we also join together in person at our celebrated fan convention, RuneFest.

     

    Together with our players, we’re united as one Jagex tribe. Together we’re building deep and engaging multiplayer gaming experiences for players everywhere.

     

    HOW YOU CAN CONTRIBUTE

     

    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.

     

    The successful applicant will be given full training before joining the team in our recently refurbished office which includes contemporary break out areas, gaming zones, high tech meeting rooms, a large Atrium with tiered seating and our very own private bar!

     

    If you love the sound of this ‘work hard play hard’ approach and think you would be a perfect fit in our high performing team, check out the key information below and get in touch – we can’t wait to hear from you!

     

    As part of your role, you will:

    • Assist in the creation and enforcement of the risk mitigation strategy
    • Detection and investigate automated cheating
    • Assist with in-depth account security investigations
    • Work to ensure the protection of the Jagex brand
    • Support the wider department with specialist account investigations
    • Review player behaviour to support the moderation of our products
    • Answer customer queries by email and on social media
    • Assist customers with account security and recovery issues
    • Perform business critical system monitoring

     

    WHAT WE NEED

    • 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 

     

    SKILLS:

    • 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

     

    EVEN BETTER IF

     

    You have a good / advanced understanding of the history, mechanics and game play of ‘RuneScape’
    You have a tolerance for exposure to inappropriate language and behaviour occasionally shown by people online – including viewing unfiltered player chat logs

    You have previous games industry or online service experience
    You have strong Excel skills
    You are knowledgable in scripting or programming
    You have knowledge of or experience with databases and SQL

     


    Shift Pattern:


    Full Time: 39.5 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 evening shifts and weekend working.

     

     

    WHAT WE OFFER

     

    If you join us you can expect a competitive salary and great benefits like fully paid for gym membership, bonus entitlement, private health care, flexible working, cycle repair and fresh fruit delivered to your team every day. We also have GREAT coffee machines, an onsite canteen and pub and an in-studio cinema! Expect regular team events as well as EPIC company-wide parties to celebrate our successes.


    Does this sound like you? We'd love to hear from you! Get in touch.


    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.

     

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