MapleStory Simplified Chinese Player Support Specialist

Nexon America Inc; El Segundo (CA); Hybrid; USD 33,062 - 39,950; Full time

Benefits offered by this job

Hybrid work model

Food trucks

Happy hours

Team events

Job summary

Nexon America Inc is seeking a Simplified Chinese Player Support Specialist to address escalated T2 tickets and decisions on disputed accounts, delivering native Simplified Chinese language support for MapleStory players. This role reports issues to the Production Team to maintain high player satisfaction.

We currently operate in a hybrid model, with work in-office 2–3x per week. Candidates should have 1+ year in game industry player support and experience handling escalations.

Qualifications

• 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
• CRM tool experience (Zendesk) required
• JIRA and Confluence experience preferred
• Experience with Tableau or data tools preferred
• MapleStory knowledge preferred

Responsibilities

• Maintain competency and understanding of all tickets for assigned projects. Provide answers to player issues across channels per policy.
• Coordinate with internal and outside partners on in-game issues to maintain customer satisfaction.
• Create and maintain Simplified Chinese translations of docs and articles for accuracy and consistency.
• Review outsourced tickets and escalate issues to leads as needed.
• Test live game tools and request feature updates to Production as needed.
• Work with InfoSec to investigate banned accounts for hacking or botting.

Skills

Simplified Chinese

English proficiency

Communication

Writing

Typing

MapleStory knowledge

Education

College degree or equivalent game-related experience

Tools

Zendesk

JIRA

Confluence

Tableau

Job description

Nexon America Inc is seeking a Simplified Chinese Player Support Specialist to address escalated T2 tickets and decisions on disputed accounts, delivering native Simplified Chinese language support for MapleStory players. This role reports issues to the Production Team to maintain high player satisfaction.

We currently operate in a hybrid model, with work in-office 2–3x per week. Candidates should have 1+ year in game industry player support and experience handling escalations.