Senior Player Special Investigations Analyst

Title: Senior Player Special Investigations Analyst

Department: Community & Service

Reports To: Supervisor, Player Special Investigations

FLSA Status: Non-Exempt

Location: El Segundo, CA

Salary Range: $25/hr

ABOUT SQUARE ENIX

Square Enix is a leading developer and publisher of top-quality interactive entertainment, including some of the most recognizable brands in gaming from FINAL FANTASY® and DRAGON QUEST®, to the legendary SPACE INVADERS®. Located in sunny Southern California, our LA office is the North American publishing arm for our global studios and employs teams across brand management, finance, content marketing, PR, consumer insights, business affairs, QA testing and more. At Square Enix Los Angeles, we aspire to inspire and invest in great talent. This is our quest. We’re focused on creating exciting ways to develop talent, from learning pathways to succession planning.

JOB SUMMARY

We're looking for a new Senior Player Special Investigations Analyst! Come help our team with monitoring and proactively addressing trends in potential and recurring issues involving violations of the Terms of Service for FINAL FANTASY XI and FINAL FANTASY XIV.

RESPONSIBILITIES

• Conduct investigations outside of the scope of normal GM work to determine issues and violations that cannot be handled through current policies.
• Propose changes to policy to encompass new violations and issues that are found.
• Identify and address potential issues by reviewing official and external social channels to reduce negative impact on the player base.
• Review and process disciplinary action on customer accounts in violation of the rules and policies governing our online games.
• Accurately and concisely document disciplinary action through proprietary tools.
• Stay current on all elements of the project and community through the official website and other resources.
• Stay up-to-date with most current rules, policies, and procedures while being able to thoroughly relay new information to the rest of the team.
• Provide informed answers and decisions while addressing inquiries posed by coworkers and other departments.
• Escalate issues to appropriate departments when necessary.
• Other related duties as required.
• Regularly work with Community teams to discuss any major concerns from the Community’s perspective.
• Assist Supervisors and Management in obtaining data for reports for departmental improvements.
• Identify areas of improvement for subordinates and coach them to address concerns.
• Attend interdepartmental meetings to discuss concerns and gather information that would need to be distributed amongst the team.

QUALIFICATIONS & SKILLS

• Minimum 3 years of Game Master experience or equivalent.
• Previous experience playing MMORPG titles
• High-end knowledge of FINAL FANTASY XI and FINAL FANTASY XIV.
• Familiarity with concerns of the FINAL FANTASY XI and FINAL FANTASY XIV player communities.
• Moderate to high proficiency with proprietary investigation tools
• Ability to quickly learn and create detailed procedures through flow charts or email.
• Able to work various schedules.
• Ability to multi-task in a fast-paced environment.
• Flexibility and willingness to independently navigate areas of unfamiliarity.
• Effective oral and written communication skills.
• Proficiency with MS Office tools
• Strong leadership skills.
• Strong attention to detail. 
• Strong data analysis and organizational skills.
• Self-Starter and able to take initiative.
• Knowledge of the entertainment software industry.
• A passion for video games
• Japanese language skills and experience working with Japanese corporations (not required, but a plus)

PERKS & BENEFITS

• 100% Medical, Dental, Vision coverage- with the option to add a spouse/domestic partner and children at 2% of the premium.
• Medical FSA (Flexible Spending Account) and Dependent Care FSA (Flexible Spending Account) to help pay for medical expenses, childcare or adult care expenses with pre-tax dollars.
• Wellness programs- mental health resources, counseling, financial wellbeing, support for future moms, a 24/7 Employee Assistance Program hotline, and much more.
• Generous leave- from the start you can earn up to 25 days of PTO, we observe 13 major holiday and provide job protected leave for life’s unexpected moments.
• 401K auto enrollment and employer-match contribution.
• Be among the first to get copies of every game title, plus receive generous discounts on thousands of games in our library.
• Refer our next new team member and receive a $1000 bonus!