Customer Success Agent

 #LI-Onsite

Please apply with CV in English only

Who We Are

Founded in 2005, 2K Games is a global video game company, publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2K’s portfolio of world-class games across multiple platforms, include Visual Concepts, Firaxis, Hangar 13, CatDaddy, Cloud Chamber, and HB Studios. Our portfolio of titles is expanding due to our global strategic plan, building and acquiring exciting studios whose content continues to inspire all of us! 2K publishes titles in today’s most popular gaming genres, including sports, shooters, action, role-playing, strategy, casual, and family entertainment.

Our team of engineers, marketers, artists, writers, data scientists, producers, thinkers and doers, are the professional publishing stewards of our growing library of critically-acclaimed franchises such as NBA 2K, Battleborn, BioShock, Borderlands, The Darkness, Mafia, Sid Meier’s Civilization, WWE 2K, and XCOM.

At 2K, we pride ourselves on creating an inclusive work environment, which means encouraging our teams to Come as You Are and do your best work! We are dedicated to diversity and inclusion, and want our community of candidates to reflect this commitment. We encourage all qualified applicants to explore our global positions. 2K is headquartered in Novato, California and is a wholly owned label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO).

What We Need:
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.

What You’ll Do:

• 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

What Will Make You A Great Fit:  

• 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

As an equal opportunity employer, we are committed to ensuring that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform their essential job functions, and to receive other benefits and privileges of employment. Please contact us if you need reasonable accommodation.

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.