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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