Customer Success Agent

Please note that 2K Games and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing, only use 2K.com accounts.
#LI-Onsite

OVERVIEW: Our company is seeking a Customer Service Associate to play a meaningful role in the success of our Customer Service Operations. This position is responsible for handling 2K Games' highest level of service issues to ensure our customers' concerns are resolved in an effective and timely manner. You provide knowledge and expertise to Tier 1 and Tier 2 Customer Service Representatives while optimally resolving any service-related issues. Reports to the Customer Service Supervisor and/or Customer Service Manager.

RESPONSIBILITIES:

• Deliver timely, accurate, and patiently follow up to customer questions and issues
• Build deep knowledge of 2K products
• Have in-depth knowledge of troubleshooting on PC as well as PlayStation and Microsoft consoles
• Lead CS incidents and work to successfully resolve them
• Interact effectively with customers and internal developers
• Bring up issues as needed
• Assist in generating training materials and customer-facing documentation
• Become the subject matter authority for Customer Service processes and procedures
• Work closely with other internal customer service associates
• Work on other CS assignments as the need arises

KNOWLEDGE AND SKILLS:

• Technically proficient with PC's and various gaming consoles
• Digital literacy, specifically MS Office Suite and G Suite
• Basic understanding of source control
• Ability to quickly learn customer service based tools and techniques

REQUIRED QUALIFICATIONS:

• High school graduate or equivalent
• 1+ years of Customer Service experience
• Proficient in Windows and MS Office
• Strong verbal and written communication skills
• Ability to proficiently read, write and speak English and either: German, French, or Spanish
• Proven understanding of current video game platforms and related hardware
• Excellent attention to detail
• Ability to establish and maintain effective working relationships with 2K teams and our customers

PREFERRED QUALIFICATIONS:

• Previous customer support experience in an online environment
• Familiarity with Zendesk, helpdesk software or issue/bug tracking tools