Customer Support Specialist (Simplified Chinese)

Nexon America • El Segundo, CA

1d • Hybrid

About The Position

The Customer Support Specialist (Simplified Chinese) addresses escalated T2 tickets and makes decisions on disputed accounts. The role provides native-level Simplified Chinese support to Simplified Chinese-speaking MapleStory players, with culturally informed and accurate communication. The specialist also reports game issues and player feedback to the Production Team to help maintain player satisfaction. The position follows a hybrid work model, with employees currently working in the office 2–3 times per week.

Requirements

• At least 1 year of game industry Player Support experience.
• At least 1 year of experience handling escalated tickets (T2 and above).
• Native-level fluency in Simplified Chinese and strong English proficiency.
• Good communication skills.
• Excellent writing skills.
• Good typing skills.
• Proficiency with Microsoft Office, including Word and Excel.
• Proficiency with GSuite products.
• Experience with a Customer Relationship Management tool; Zendesk is specified.

Nice To Haves

• A college degree or equivalent game-related work experience.
• JIRA and Confluence experience.
• Experience using Tableau or other data visualization tools.
• MapleStory game knowledge.

Responsibilities

• Maintain competency and understanding of tickets for assigned projects and titles.
• Respond accurately, quickly, and efficiently to player issues across multiple support channels in accordance with company policy.
• Coordinate with internal and external partners on in-game issues and updates to maintain customer satisfaction.
• Use data and player feedback to identify common issues and recommend 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.
• Review tickets handled by outsourced agents to verify that proper procedures are followed; assess process issues and revise processes when needed, or forward tickets to OS Leads for further review.
• Test live game operations tools and request tool features or updates from Production as needed.
• Work with the InfoSec Team to investigate accounts banned for hacking, botting, real-money trading, and related activity.
• Address escalated T2 tickets and make decisions on disputed accounts.

Benefits

• Flexible hours.
• Hybrid work model.
• Food trucks, happy hours, and team events.
• The role may be eligible for additional discretionary bonuses or incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed