Player Support Specialist; Temp-to Global MapleStory

Position: Player Support Specialist (Temp-to-Hire) - Global Maple Story

Player Support Specialist (Temp-to-Hire) - Global Maple Story

Apply for the Player Support Specialist (Temp-to-Hire) - Global Maple Story role at Nexon America
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About Nexon

Nexon America is a branch of Nexon Co., Ltd., a global video game publisher and leading developer of online virtual worlds for PCs, consoles, and mobile devices. Nexon proudly offers celebrated franchises like Maple Story and Mabinogi, enjoyed by millions of players for over two decades. Founded in 2006, our goal is to bring these unique games to Western players with a player‑first approach, applying our expertise in free‑to‑play and live game support to every decision.

We value open communication, diversity, mutual respect, and collaboration. Our employees enjoy flexible hours, a hybrid work model, and perks such as food trucks, happy hours, and team events. Nexon America has earned the Great Place to Work certification for five consecutive years.

Summary of Position

The Player Support Specialist (Temp-to-Hire) - Global Maple Story is responsible for addressing escalated T2 tickets and making decisions on disputed accounts, while acting as an advocate for the player base. The role reports game issues and feedback to the Production Team to maintain high levels of player satisfaction. The position requires hybrid office work 2–3 times a week.

Job Responsibilities

• Maintain competency and provide timely, accurate answers to player issues across multiple support channels, following Nexon America’s company policy.
• Coordinate with internal and external partners on in‑game issues, updates, and other matters to ensure outstanding customer satisfaction.
• Identify patterns or common issues using data and player feedback, and suggest feature updates, player compensation, or issue resolution to the Production Team.
• Review outsource‑handled tickets to ensure proper procedures; assess process issues or forward tickets to the OS Leads for review.
• Test existing live‑game operation tools and request new features or updates to Production as needed.
• Work with the Info Sec Team to investigate banned accounts involving hacking, botting, real‑money trading, and the like.
• Perform additional duties as assigned.

Work Experience

• College degree or equivalent game‑related work experience preferred.
• 1+ year of game industry Player Support experience (required).
• 1+ year of handling escalated tickets (T2 and above).

Education, Professional Training, Technical Training or Certification

• College degree or equivalent game‑related work experience preferred.
• 1+ year of game industry Player Support experience (required).
• 1+ year of handling escalated tickets (T2 and above).

Knowledge / Skills

• Good communication and writing skills.
• Good typing skills.
• Proficiency with Microsoft Office (Word, Excel).
• Proficiency with GSuite products.
• Customer Relationship Management tool experience (Zendesk) required.
• JIRA and Confluence experience preferred.
• Experience using Tableau or other data visualization tools preferred.
• Maple Story game knowledge preferred.

Management has the right to add or change duties and job requirements at any time.

Nexon is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status or any other basis protected by applicable law and will not be discriminated against on the basis of disability.

Compensation - Pay Transparency (Hourly)

The base salary range for this position in El Segundo, CA is $24.00 – $27.00 hourly. The salary range reflects minimum and maximum salaries for the position; actual pay is determined by candidate qualifications, skills, experience, education or training, and location. Base pay is one part of the Total Rewards package that compensates and recognizes employees for their work; additional discretionary bonuses/incentives may also be available.

Beware

of Recruitment Scams

We have been made aware of fraudulent recruitment activities by individuals falsely claiming to represent Nexon America. Our recruiters will only contact you from official company email addresses ending in  and will follow a formal interview process. We will never request payment or personal financial information such as photos of government‑issued identification during the recruitment process or offer a job without a formal interview process.

If you receive suspicious email, mark it as junk or spam so that your provider blocks future messages from the sender.

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