Simplified Chinese Player Support Specialist

Nexon America•El Segundo, CA

2d•Hybrid

About The Position

The Simplified Chinese Player Support Specialist 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.

Requirements

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

Nice To Haves

College degree or equivalent game-related work experience preferred
JIRA, Confluence experience preferred
Experience using Tableau or other data visualization tools is 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, 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.