Customer Success Agent I

Position Summary

The Customer Success Associate I is an entry-level role focused on delivering exceptional customer service by addressing customer inquiries, troubleshooting basic issues, and ensuring customer satisfaction. This role serves as the foundation for building technical expertise and customer service skills. Associates in this role are also expected to contribute to team projects, gaining exposure to collaborative work and process improvement initiatives.

Primary Responsibilities

• Customer Support and Issue Resolution
  • Respond promptly and professionally to customer inquiries via email, chat, or other communication channels.
  • Troubleshoot and resolve basic technical issues on PCs, Sony, and Microsoft consoles, ensuring customer satisfaction.
  • Escalate complex or unresolved issues to Tier II associates or management, ensuring proper follow-up.
• Knowledge Building and Training
  • Build foundational knowledge of company products, services, and processes to provide accurate information to customers.
  • Participate in training sessions and team meetings to enhance product knowledge and customer service skills.
• Documentation and Record Keeping
  • Maintain detailed and accurate records of customer interactions, resolutions, and feedback.
  • Collaborate with team members on assigned projects, such as process documentation, customer feedback analysis, or system updates.
• Knowledge Base Contribution
  • Contribute to the development of the Knowledge Base by identifying common customer issues and suggesting content updates.

Core Competencies

• Behavioral
  • Demonstrate the ability to adhere to established guidelines and procedures when addressing challenges.
  • Effectively communicate progress, challenges, and outcomes related to assigned tasks.
• Technical
  • Possess foundational knowledge of tools, systems, and processes required for day-to-day operations. Can independently complete routine tasks with minimal supervision, ensuring accuracy and efficiency.
  • Capable of interpreting and addressing straightforward customer inquiries or requests.
• Leadership
  • Promote a collaborative and inclusive work environment.
  • Use active listening, empathy, and problem-solving skills to foster positive relationships and maintain team harmony.
• Strategic Influence & Business Acumen
  • Understand the fundamental stages of project or product development, including planning, execution, and delivery.
  • Ensure that all actions and deliverables adhere to company policies, industry standards, and legal requirements.

Required Qualifications, Knowledge, and Job-Related Skills

• High School diploma or equivalent.
• Minimum age of 18 years or older.
• 1-3 years of experience in customer service or a related role (internship experience is acceptable).
• Reliable and able to work scheduled shifts, including weekends and holidays.
• Strong communication skills in English, both written and verbal, to clearly document findings and provide feedback to level appropriate audiences.
• Strong analytical skills, attention to detail, creative problem-solving skills, organizational abilities, and a sense of ownership over assigned duties.
• Positive attitude along with flexibility, dependability, and excellent interpersonal skills, including the ability to collaborate effectively within a team environment.
• Technical Skills:
  • Basic technical proficiency with PCs and gaming consoles.
  • Familiarity with MS Office and G Suite products.
• Physical requirements include the ability to:
  • Lift up to 20 lbs. unassisted or assisted occasionally.
  • Stand, sit, and walk for prolonged periods of time.
  • Move between three separate floors as needed.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee; other tasks and duties may be assigned or reassigned as needed.

2K is committed to providing reasonable accommodations in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. Employment at 2K is considered at-will, except where prohibited by state legislation. Compensation and job postings may include disclosures required under state pay transparency laws.

2K is an Equal Opportunity Employer, committed to creating an inclusive work environment free from discrimination based on race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, veteran status, or any other characteristic protected by law.