Customer Success Associate II

Who We Are

2K is headquartered in Novato California and is a wholly owned label of Take-Two Interactive Software Inc. (NASDAQ: TTWO). Founded in 2005 2K Games is a global video game company publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2Ks portfolio of world-class games across multiple platforms include Visual Concepts Firaxis Hangar 13 CatDaddy Cloud Chamber 31st Union HB Studios and 2K SportsLab. Our portfolio of titles is expanding due to our global strategic plan building and acquiring exciting studios whose content continues to inspire all of us! 2K publishes titles in todays most popular gaming genres including sports shooters action role-playing strategy casual and family entertainment.

Our team of engineers marketers artists writers data scientists producers thinkers and doers are the professional publishing stewards of 2Ks portfolio currently includes several AAA sports and entertainment brands including global powerhouse NBA 2K renowned BioShock Borderlands Mafia Sid Meiers Civilization and XCOM brands; popular WWE 2K and WWE SuperCard franchises TopSpin 2K25 as well as the critically and commercially acclaimed PGA TOUR 2K

At 2K we pride ourselves on creating an inclusive work environment which means encouraging our teams to Come as You Are and do your best work! We encourage ALL applicants to explore our global positions even if they dont meet every requirement for the role. If youre interested in the job and think you have what it takes to work at 2K we encourage you to apply!

What We Need:

The Customer Success Associate II is responsible for handling more complex customer service issues including VIP tickets time-sensitive requests and advanced troubleshooting. Associates in this role are expected to contribute significantly to team projects such as process improvement initiatives product launches and customer experience enhancements. This role requires a deeper understanding of company products and services as well as the ability to mentor team members

What You Will Do:

• Customer Support and Issue Resolution
  • Deliver timely accurate and respectful follow-up to customer questions and issues ensuring a high level of customer satisfaction.
  • Troubleshoot and resolve advanced technical issues on PCs Sony and Microsoft consoles leveraging in-depth product knowledge.
  • Respond to VIP customer inquiries and handle time-sensitive requests with professionalism and urgency.
  • Serve as an escalation point for Tier I associates providing guidance and support to resolve challenging issues.
  • Take ownership of customer service incidents ensuring successful resolution and follow-up.
• Content Moderation and Compliance
  • Perform User Generated Content Moderations for various titles ensuring compliance with company guidelines.
• Collaboration and Cross-Department Coordination
  • Collaborate with internal departments to address customer concerns and improve service delivery.
• Special Projects and Knowledge Base Contribution
  • Assist with special projects such as mobile soft launches Knowledge Base updates and customer feedback analysis.
  • Contribute to team projects by identifying areas for improvement proposing solutions and implementing changes.

Who Would Be A Great Fit:

• Behavioral
  • Demonstrate the ability to identify and address routine problems without requiring supervision. Apply critical thinking and past experience to resolve issues efficiently ensuring minimal disruption to workflows.
  • Communicate clearly and professionally with colleagues across different teams or departments. Ensure that information is shared accurately and in a timely manner fostering collaboration and alignment on shared goals.
• Technical
  • Efficiently manage tasks prioritize responsibilities and ensure timely completion of deliverables with minimal errors.
  • Apply technical knowledge and skills effectively to complete routine tasks.
  • clear accurate and relevant information to address inquiries or concerns. Resolve issues promptly ensuring a positive customer experience and maintaining trust.
• Leadership
  • Provide guidance support and training to less experienced team members.
  • Effectively mediate and resolve minor disagreements or misunderstandings within the team.
• Strategic Influence & Business Acumen
  • Understand the key stages of project or product development including planning execution and delivery.
  • Ensure that all work adheres to company policies industry standards and legal requirements.

Required Qualifications Knowledge and Job-Related Skills

• Demonstrated success in resolving complex customer service needs preferably within the video game industry
• Proven track record of resolving customer service needs of varying complexity in video games or related products and demonstrated ability to troubleshoot and resolve advanced technical issues.
• Operates independently managing multiple priorities effectively.
• Demonstrated leadership by mentoring junior team members and fostering a culture of continuous improvement within the team.
• 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.
• CEFR C1 (Advanced) level of English proficiency or higher

Please ensure your CV is submitted in English as non English CVs will not be reviewed.

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.

Please note that 2K Games and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing only use accounts.

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