Simplified Chinese Customer Support Specialist (MapleStory)

Nexon; El Segundo (CA); Híbrido; USD 33.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Food trucks

Happy hours

Team events

Descripción de la vacante

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

Formación

• 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

Responsabilidades

• 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.

Conocimientos

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

Educación

College degree or equivalent game experience

Herramientas

Zendesk

JIRA

Confluence

Tableau

Descripción del empleo

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