JOB RESPONSIBILITIES:
● Be the escalation point for all customer service issues escalated from 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, Microsoft, Nintendo Switch consoles.
● Document all incidents in Zendesk
● Manage incidents to closure
● Interact effectively with customers and internal developers/concerned teams
● Issue discounts or merchandise as part of our Customer Service Strategy
● Escalate issues as needed
● Assist in generating training materials and customer facing documentation
● Provide coaching, training, and overall guidance to Customer Service Associates
● Work with management on customer service initiatives

KNOWLEDGE AND SKILLS:
● Exceptional communication and writing skills in English language.
● Intermediate to advanced MS Office Suite, G Suite 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

REQUIRED QUALIFICATIONS:
● College degree above or equivalent
● 8+ years of work experience in a customer engaging environment, 2+ years in a team leading role.
● Understanding and ability to implement effective customer service standards
● 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 occasional holidays
● Must be able to communicate effectively in English, in both written and oral forms

PREFERRED QUALIFICATIONS:
● Bachelor’s Degree in a related field or significant experience in customer service with emphasis in gaming
● Multilingual with language skills in addition to English and Chinese
● Substantial previous customer support experience in an online environment
● Advanced troubleshooting/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!
Flexible with work schedule including weekends.