Chinese-Speaking Player Support Specialist (Hybrid)

Nexon America Inc; El Segundo (CA); Hybrid; USD 33,000 - 40,000; Full time

Benefits offered by this job

Hybrid work model

Flexible hours

Team events

Food trucks

Job summary

Nexon America Inc. is seeking a Customer Support Specialist for Simplified Chinese to handle escalated tickets and provide native Chinese support to MapleStory players. You will translate materials, report game issues to Production, and help maintain high player satisfaction.

The role is hybrid with 2–3 days in-office in El Segundo and requires 1+ year in game industry player support and ticket handling. Strong Chinese skills and English proficiency are essential.

Qualifications

• Native-level fluency in Simplified Chinese with strong English proficiency (required).
• Excellent writing skills; good communication skills and strong typing.
• Proficient with Microsoft Office (Word, Excel) and GSuite products.
• CRM experience with Zendesk; Jira/Confluence experience preferred.
• Experience with Tableau or other data visualization tools preferred.
• MapleStory game knowledge preferred.

Responsibilities

• Maintain competency and understanding of all tickets for assigned projects/titles; provide accurate, fast answers across channels per policy.
• Coordinate with internal and external partners on in-game issues; identify patterns to suggest updates or fixes to Production.
• Create and maintain Simplified Chinese translations of documents and support articles.
• Review outsourced tickets for proper procedures and route issues to OS Leads if needed.
• Test live game operation tools and request new features as needed.
• Work with InfoSec to investigate banned accounts for hacking, botting, or RMT.

Skills

Fluent Simplified Chinese

Strong written communication

Typing skills

Microsoft Office

GSuite

Zendesk

Jira

Confluence

Tableau

MapleStory knowledge

Education

College degree or equivalent game-related work experience

Tools

Zendesk

Jira

Confluence

Tableau

Microsoft Office

GSuite

Job description

Nexon America Inc. is seeking a Customer Support Specialist for Simplified Chinese to handle escalated tickets and provide native Chinese support to MapleStory players. You will translate materials, report game issues to Production, and help maintain high player satisfaction.

The role is hybrid with 2–3 days in-office in El Segundo and requires 1+ year in game industry player support and ticket handling. Strong Chinese skills and English proficiency are essential.