Simplified Chinese Player Support Specialist
$49,920–$60,320 year
HybridEl Segundo, California, United States
El Segundo, California, United StatesHybridFull Time$49,920–$60,320 yearEnterprise
Full TimeEnterprise
Job Summary
Manage escalated T2 tickets and disputed accounts for Simplified Chinese-speaking MapleStory players, ensuring culturally informed communication and reporting game issues to Production. Coordinate with internal and external partners on in-game updates, analyze player feedback to suggest feature changes or compensation, and create accurate Simplified Chinese translations for support articles and FAQs. Review outsourced tickets to verify agent procedures, test live game tools, and investigate banned accounts for security violations. Work in a hybrid model with office presence 2-3 times weekly.
Required Qualifications
- 1+ year of game industry Player Support experience
- 1 + year of handling escalated tickets (T2 and above)
- Native-level fluency in Simplified Chinese
- Strong English proficiency
- Good communication skills
- Excellent writing skills
- Good typing skills
- Proficient with Microsoft Office (Word, Excel)
- Proficient with GSuite products
- Customer Relationship Management tool experience (Zendesk)
Desired Qualifications
- College degree or equivalent game-related work experience
- JIRA, Confluence experience
- Experience using Tableau or other data visualization tools
- MapleStory game knowledge
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