Simplified Chinese Player Support Specialist – Hybrid Role

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

Benefits offered by this job

Hybrid work model

Food trucks

Happy hours

Team events

Great Place to Work certification

Job summary

Nexon America is seeking a Hybrid Simplified Chinese Player Support Specialist who will address escalated T2 tickets and deliver native-level Chinese support for MapleStory players. You will report issues to Production and translate internal docs, with a focus on accuracy and culturally informed communication.

The role operates in a hybrid office model (2–3 days in El Segundo) and offers collaboration across teams, data insights, and a player-first environment.

Qualifications

• 1+ year of game industry Player Support experience (required).
• 1+ year of handling escalated tickets (T2+).
• College degree or equivalent game-related work experience preferred.
• Native-level fluency in Simplified Chinese with strong English proficiency (required).
• Good communication and writing skills; fast, accurate typing.
• Proficiency with Microsoft Office and Google Workspace; Zendesk experience.
• JIRA/Confluence and data-visualization tools are a plus.
• Knowledge of MapleStory is a plus.

Responsibilities

• Maintain competency and understanding of all tickets for assigned projects/titles; respond across channels per policy.
• Coordinate with internal and external partners on in-game issues; identify patterns and suggest updates to Production.
• Create and maintain Simplified Chinese translations of docs, FAQs, and player communications.
• Review outsourced tickets for proper procedures; flag process issues for improvement.
• Test live game tools and request new features or updates to Production as needed.
• Work with InfoSec to investigate banned accounts and security concerns.

Skills

Chinese fluency

English proficiency

Communication skills

Writing ability

Typing speed

Microsoft Office

Gsuite

Zendesk experience

JIRA

Confluence

Tableau

MapleStory knowledge

Education

College degree or game-related experience

Tools

Zendesk

JIRA

Confluence

Tableau

Job description

Nexon America is seeking a Hybrid Simplified Chinese Player Support Specialist who will address escalated T2 tickets and deliver native-level Chinese support for MapleStory players. You will report issues to Production and translate internal docs, with a focus on accuracy and culturally informed communication.

The role operates in a hybrid office model (2–3 days in El Segundo) and offers collaboration across teams, data insights, and a player-first environment.