Simplified Chinese Player Support Specialist (Gamedev)

TL;DR

Simplified Chinese Player Support Specialist (Gamedev): Addressing escalated T2 tickets and managing account disputes for MapleStory players with an accent on native-level Simplified Chinese communication and culturally informed support. Focus on reporting game issues to the Production team, maintaining documentation, and collaborating with the InfoSec team to investigate account security violations.

Location: Must be based in or able to commute to El Segundo, CA (Hybrid)

Salary: $24.00–$29.00 per hour

Company

A global video game publisher and developer of online virtual worlds for PC, console, and mobile platforms.

What you will do

• Provide efficient, native-level Simplified Chinese support for player issues across multiple channels.
• Coordinate with internal and external partners to resolve in-game issues and ensure high player satisfaction.
• Create and maintain Simplified Chinese translations for support articles, FAQs, and player communications.
• Review outsource-handled tickets to ensure adherence to company procedures and quality standards.
• Test live game operation tools and provide feedback to the Production team for feature updates.
• Collaborate with the InfoSec team to investigate reports of hacking, botting, and real money trading.

Requirements

• Native-level fluency in Simplified Chinese and strong English proficiency.
• 1+ year of game industry Player Support experience.
• 1+ year of experience handling escalated tickets (T2 and above).
• Proficiency with Zendesk and Microsoft Office/GSuite.
• Must be able to work in a hybrid model in El Segundo, CA.

Nice to have

• Experience with JIRA and Confluence.
• Experience using Tableau or other data visualization tools.
• Familiarity with MapleStory.

Culture & Benefits

• Hybrid work model with flexible hours.
• Great Place to Work certified environment.
• Focus on work-life balance, diversity, and mutual respect.
• On-site perks including food trucks, happy hours, and team events.