JOB RESPONSIBILITIES:

·Be the escalation point for all customer service issues escalated from Tier 1 and Tier 2 support staff.

· Deliver timely, accurate and respectful follow up to user questions and issues.

·Have deep knowledge of 2K products and services.

·Become the subject matter expert for Tier 1 and Tier 2 Support.

·In depth knowledge of troubleshooting PCs, PlayStation and Microsoft consoles.

·Document all incidents in Zendesk.

·Manage incidents to closure.

·Interact effectively with customers and internal developers.

·Issue discounts or merchandise as part of our Customer Success Strategy.

·Escalate issues as needed.

·Assist in generating training materials and customer facing documentation.

·Provide coaching, training, and overall guidance to Senior Customer Success Associates.

·Work with management on customer success initiatives.

KNOWLEDGE AND SKILLS:

·Exceptional communication and writing skills in English.

·Intermediate to advanced MS Office Excel, Word and Outlook skills.

·High productivity with few errors.

·Excellent time management and organizational skills, while being adaptive and responsive to change.

·Proven and demonstrated leadership skills.

·Ability to work well in a team environment, while motivating associates with integrity and ethics.

·Demonstrates understanding and lives by the departments’ core values with adherence to Company policies.

·Consistently provides a positive role-model to associates, in terms of work performance, attitude and attendance.

QUALIFICATIONS:

Education and Experience:

·Bachelor diploma or equivalent.

·5+ years of customer service/support experience including 2+ years of management experience.

·Understanding and ability to implement effective customer service standards.

·Reliable and can be counted on to work all scheduled shifts (The role will work on weekend shift).

·Capable of working any mandatory overtime, which can occur during the work week, weekends, and occasional holidays.

·Must be able to communicate effectively in English, in both written and oral forms.

PREFERRED SKILLS:

·Significant experience in customer service with emphasis in gaming.

·Advanced English language skill, multilingual in any language other than Chinese and English.

·Substantial previous customer support experience in an online environment.

·Advanced trouble shooting/problem solving ability.

·Continuous pattern of professional development and learning.

·Expertise with Zendesk, helpdesk software or issue/bug tracking tools.

·Gamer that loves video games!