Customer Support Specialist (Simplified Chinese)

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

Benefits offered by this job

Food trucks

Happy hours

Team events

Job summary

Nexon America is seeking a Customer Support Specialist (Simplified Chinese) in El Segundo, CA to address escalated T2 tickets and provide native-level Chinese language support for MapleStory players. This role reports issues to the Production Team to maintain high player satisfaction and loyalty.

The position operates in a hybrid model, with 2–3 days in the office weekly. You will handle translation tasks, coordinate with partners, and use tools like Zendesk, JIRA, and Tableau to improve player

Qualifications

• 1+ year of game industry Player Support experience (required)
• 1+ year of handling escalated tickets (T2 and above)
• College degree or equivalent game-related work experience preferred

Responsibilities

• Maintain competency and understanding of all tickets for their assigned projects/titles.
• Accurately, quickly, and efficiently provide answers to player issues across multiple support channels based on Nexon America’s company policy
• Coordinate with internal and outside partners on various in-game issues to ensure high customer satisfaction and suggest updates based on data and feedback to Production
• Create and maintain Simplified Chinese translations of internal and external documentation, including support articles and communications
• Review outsource-handled tickets to ensure proper procedures are followed and escalate as needed
• Test existing live game operation tools and request new tool features or updates to Production as needed
• Work with the InfoSec Team to investigate banned accounts for hacking, botting, real money trading, etc.

Skills

Fluent Simplified Chinese

Strong English proficiency

Excellent writing skills

Communication skills

Typing skills

Microsoft Office

GSuite

Zendesk experience

JIRA

Confluence

Tableau or data visualization

MapleStory knowledge

Education

College degree or equivalent game experience

Tools

Zendesk

JIRA

Confluence

Tableau

Job description

About Nexon

Nexon America is a branch of Nexon Co., Ltd., a global video game publisher and leading developer of online virtual worlds for PCs, consoles, and mobile devices. Nexon proudly offers celebrated franchises like MapleStory and Mabinogi that have been enjoyed by millions of players for over two decades. When we founded our Nexon America branch in 2006, we made it our goal to bring those unique games to western players using a player-first approach. We achieve that goal by applying our team’s outstanding free-to-play expertise and live game support to every decision, every day.

But we’re committed to more than our games! Here at Nexon America, we’re all about open communication, diversity, mutual respect, and collaboration, so we can bring out the best in each other. Nexies find support, friendship, and career growth all in one place! And because we know a healthy work-life balance is the key to happiness, Nexies also enjoy flexible hours, a hybrid work model, and extra perks like food trucks, happy hours, and team events. It’s why we’ve earned the Great Place to Work certification for 6 years running!

We’re looking to expand our team with passionate individuals who want to learn, play, and grow with us. Ready for a new challenge?

Summary of Position

The Customer Support Specialist (Simplified Chinese) is responsible for addressing escalated T2 tickets and making decisions on disputed accounts. This specialized role focuses on delivering native-level Simplified Chinese language support, serving as a dedicated resource for Simplified Chinese-speaking MapleStory players and ensuring culturally informed, accurate communication. As an advocate for our player base, the Player Support Specialist will also report game issues and feedback to the Production Team to maintain high levels of player satisfaction.

We are currently working in the office 2-3x a week in a hybrid work model.

Job Responsibilities

• Maintain competency and understanding of all tickets for their assigned projects/titles. Accurately, quickly, and efficiently provide answers to player issues across multiple support channels based on Nexon America’s company policy
• Coordinate with internal and outside partners on various in-game issues, updates, etc. to ensure that we maintain a high level of customer satisfaction. Identify patterns or common issues players are reporting using data and player feedback to suggest feature updates, player compensation, or issue resolution to Production
• Create and maintain Simplified Chinese translations of internal and external documentation, including support articles, FAQs, and player-facing communications, ensuring accuracy and consistency across existing and new materials
• Review outsource-handled tickets to ensure our agents follow the proper procedures. If there is an issue, assess if it is due to the process itself (and revise if needed) or forward the ticket to the OS Leads for further review
• Test existing live game operation tools and request new tool features or updates to Production as needed
• Work with the InfoSec Team to investigate banned accounts for hacking, botting, real money trading, etc.

Work Experience

• 1+ year of game industry Player Support experience (required)
• 1 + year of handling escalated tickets (T2 and above)

Education, Professional Training, Technical Training or Certification

• College degree or equivalent game-related work experience preferred

Knowledge/Skills

• Native-level fluency in Simplified Chinese with strong English proficiency (required)
• Good communication skills
• Excellent writing skills
• Good typing skills
• Proficient with Microsoft Office (Word, Excel)
• Proficient with GSuite products
• Customer Relationship Management tool experience required (Zendesk)
• JIRA, Confluence experience preferred
• Experience using Tableau or other data visualization tools is preferred
• MapleStory game knowledge preferred

Management has the right to add or change duties and job requirements at any time.

Nexon is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law and will not be discriminated against on the basis of disability.

Compensation Description for Pay Transparency (hourly)

The base salary range for this position in El Segundo, CA is $24.00 - $29.00 hourly.

Our salary ranges are determined by market data based on position and level. The range displayed on each job posting reflects the minimum and maximum salaries for that position. An individual’s pay is determined by factors including, but not limited to, a candidate’s qualifications, skills, experiences, relevant education or training, and location.

Base pay is one part of the Total Rewards package that is provided to compensate and recognize employees for their work. This role may be eligible for additional discretionary bonuses/incentives, however the salary range listed in this job posting reflects the base salary only.

Beware of Recruitment Scams

We have been made aware of fraudulent recruitment activities by individuals falsely claiming to represent Nexon America. Our recruiters will only contact you from official company email addresses ending in @nexon.com and will follow a formal interview process. We will never request for payment or personal financial information such as photos of government-issued identification during the recruitment process or offer a job without a formal interview process. If you receive suspicious email, we advise you to mark the email as junk or spam, so your email provider will block future messages from the sender.