Linden Lab is hiring more fraud specialists. I suppose you can write your own punch-lines for that – and some of you inevitably will.

Overview:
Linden Lab is looking to add to our talented Fraud and Governance team within our Customer Relations organization.  Our Fraud Specialists are the front-line employees responsible for monitoring and enforcement of the Second Life terms of Service within the resident community.  The Fraud and Governance team manages all aspects of our service related to matters of abuse, fraud, intellectual property rights, and governance.
The team partners with our Customer Service, Risk Management, Legal, and Operations teams to shape and enforce the policy and technology decisions that govern the community.
We are a 24/7 service center operation and the position may require shift-work during non-traditional hours.
Responsibilities:

  • Proactively monitor and enforce the Second Life Terms of Service including abuse prevention and consumer protections.
  • Manage complaints and appeals process including BBB activities.
  • Manage activities related to online user safety including child protection, content theft, risk mitigation, and abuse prevention.
  • Identify and recommend fraud and abuse mitigation opportunities.
  • Provide technical assistance and customer service to the Second Life resident community across traditional contact methods (phone, chat, ticket).
  • Create and maintain reporting for escalation on trends and vectors
  • Work in a matrix environment across Customer Support, Risk Management, Legal and Operations team.
  • Develop and enhance online “how-to” content and documentation.
  • Drive ongoing improvements to customer satisfaction.
  • Work with both in-world and internal software/CRM programs in highly collaborative teams.
  • Other duties may be assigned.

Qualifications:

  • Excellent communication skills, and in particular, to be superb at social interaction whether it be in world, chat, on the telephone or in writing.
  • Able to multi-task, work under pressure and communicate with multiple individuals at once.
  • Demonstrated ability to work as part of a team, to integrate with others and to show personal initiative when called for.
  • A well-developed sense of humor, a thick skin and a positive outlook are all good traits to have.
  • Flexibility to work weekends, evenings and non-traditional hours.
  • A second language is an advantage (particularly German, Chinese, Spanish, Japanese, French, Korean or Italian).

Education and Experience:

  • Strong written and verbal communications skills.
  • Analytical, creative thinking and problem-solving capabilities.
  • Prior experience with Second Life and/or customer support experience with established online MMO games or communities is preferred.
  • Past experience with Fraud, Abuse, Governance, and Billing highly desired.

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