Responsibilities:Be the escalation point for all customer service issues escalated from support staffDeliver timely, accurate, and respectfully follow up to user questions and issuesHave deep knowledge of 2K products and servicesBecome the subject matter expert for our Customer Experience AssociatesIn-depth knowledge of troubleshooting PCs, PlayStation, Nintendo, and MicrosoftconsolesDocument all incidentsManage incidents to closureInteract effectively with customers and internal developersIssue discounts or merchandise as part of our Customer Service StrategyAssist in generating training materials and customer-facing documentationProvide coaching, training, and overall guidance to Tier 3 Customer Experience AssociatesWork with management on customer service initiativesKNOWLEDGE AND SKILLS:Exceptional communication and writing skillsExcellent attention to detailIntermediate to advanced MS Office Excel, Word, and Outlook skillsHigh productivity with few errorsExcellent time management and organizational skills while being adaptive and responsive to changeProven and demonstrated leadership skillsAbility to work well in a team environment while motivating associates with integrity and ethicsDemonstrates understanding and lives by the departments’ core values with adherence to Company policiesConsistently provides a positive role model to associates in terms of work performance, attitude and attendanceRequirements:Education and Experience:High School diploma or equivalentMinimum age of 18 years and above5+ years of customer service/support experienceUnderstanding and ability to implement effective customer service standardsReliable and can be counted on to work all scheduled shiftsCapable of working any mandatory overtime; which can occur during the workweek, weekends, and occasional holidaysAbility to proficiently read, write and speak English (at a C1 level) and either: Mandarin Chinese or Cantonese (at a C2 level)PREFERRED QUALIFICATIONS:Bachelor’s Degree in a related field or significant experience in customer service with anemphasis in gamingKnowledge of Six Sigma/Lean ProcessesPrevious customer support experience in an online environmentAdvanced troubleshooting/problem-solving abilityA continuous pattern of professional development and learningExpertise with Zendesk, helpdesk software, or issue/bug tracking toolsGamer that loves video games!