Senior Customer Service Associate

Description

SENIOR CUSTOMER SERVICE ASSOCIATE

What We Need:
Our Senior Customer Service Representative is responsible for handling 2K’s highest level of service issues to ensure our customer’s escalations are resolved in an effective and timely manner. You provide knowledge and expertise to 2K’s Tier 1 and Tier 2 Customer Service Representatives and successfully resolve any service-related issues. Reports to the Lead and/or Customer Service Manager.

Job Responsibilities Will Include:

• Be the escalation point for customer service issues escalated from Tier 1 and Tier 2 support staff
• Deliver timely, accurate and respectful 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
• Take ownership of Customer Service incidents and work to successfully resolve them
• 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

Minimum Requirements:

• Technically proficient with PC’s and various gaming consoles
• Computer literacy, specifically MS Word, Outlook and Excel
• Basic understanding of source control
• Ability to quickly learn customer service based tools and techniques

Education and Experience:  

• High School diploma or equivalent
• Minimum age of 18 years and above
• 2+ years of Customer Service experience
• Proficient in Windows, and MS Office
• Strong verbal and written communication skills
• Working knowledge of current video game platforms and related hardware
• Excellent attention to detail
• Ability to establish and maintain effective working relationships with various 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 work week, weekends, and holidays
• Must be able to communicate effectively in English, in both written and oral forms

Preferred Skills:

• Previous customer support experience in an online environment
• Familiarity with Zendesk, helpdesk software or issue/bug tracking tool