RESPONSIBILITIES:
• Deliver timely, accurate, and respectfully follow up to customer questions and issues
• Build deep knowledge of 2K products
• Troubleshoot game issues on PC, Mobile, PlayStation and Microsoft consoles
• Take ownership of Customer Service incidents and work to resolve them successfully
• 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 Support
• Work closely with other customer service associates
KNOWLEDGE AND SKILLS:
• Technically proficient with PC's and various gaming consoles
• Computer literacy, specifically MS Office Suite and G Suite
• Ability to quickly learn customer service based tools and techniques
REQUIRED QUALIFICATIONS:
• High School diploma or equivalent
• Minimum age of 18 years and above
• Proficient in Windows and MS Office
• Strong verbal and written communication skills
• Ability to proficiently read, write and speak English (at a C1 level) and either: Mandarin Chinese or Cantonese (at a C2 level)
• 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 workweek, weekends, and holidays
PREFERRED QUALIFICATIONS:
● Previous customer support experience in an online environment
● Familiarity with Zendesk, helpdesk software or issue/bug tracking tools
● 1+ years of Customer service experience