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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

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Customer Success Agent

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