Customer Service Associate

Overview

A Customer Service Associate is responsible for handling 2K’s highest level of service issues to ensure our customers' escalations are resolved in an effective and timely manner. You provide knowledge and expertise to Tier 1 and Tier 2 Customer Service Representatives, while successfully resolving any service-related issues. Reports to the Lead and/or Customer Service Manager.

Responsibilities

• Be the escalation point for customer service issues escalated from external support staff
• Deliver timely, accurate, and respectful 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
• Take ownership of Customer Service incidents and work to successfully resolve them
• Interact effectively with customers and internal developers
• Escalate issues as needed
• Assist in generating training materials and customer facing documentation
• Become the subject matter expert for Tier 1 and Tier 2 representatives
• Work closely with customer service associates

Knowledge And Skills

• Technically proficient with PC’s and various gaming consoles
• Computer 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 diploma or equivalent
• Minimum age of 18 years and above
• 2+ years of Customer Service experience
• Proficient in Windows and MS Office
• Strong verbal and written communication skills
• Working knowledge 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
• Reliable and can be counted on to work all scheduled shifts
• Capable of working any mandatory overtime; which can occur during the work week, weekends, and holidays
• Must be able to communicate effectively in English, in both written and oral forms
• Ability to sit for long periods of time, occasionally lift up to 20 lbs., and move between floors

Preferred Qualifications

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