Customer Success Agent at 2K Madrid

2K Games, a global video game company, is looking for a Customer Service Associate to contribute significantly to the success of its Customer Service Operations. The Customer Service Associate will handle 2K Games' highest level of support issues, ensuring timely and effective resolutions. This role also involves providing expertise to Tier 1 and Tier 2 Customer Service Representatives, all while addressing service-related concerns. The ideal candidate will report to the Customer Service Supervisor and/or Customer Service Manager.

What this role involves:

• Delivering timely and accurate responses to customer questions and issues with patience.
• Developing a deep understanding of 2K products.
• Acquiring in-depth knowledge of PC troubleshooting, as well as PlayStation and Microsoft consoles.
• Leading customer service incidents and working toward successful resolutions.
• Interacting effectively with customers and internal developers.
• Raising issues as needed.
• Assisting in generating training materials and customer-facing documentation.
• Becoming the subject matter expert for Customer Service processes and procedures.
• Working closely with other internal customer service associates.
• Working on other customer service assignments as needed.

Requirements:

• High school graduate or equivalent.
• 1+ years of Customer Service experience.
• Proficiency in Windows and MS Office.
• Strong verbal and written communication skills.
• Ability to proficiently read, write, and speak English and either: German, French, or Spanish.
• Proven understanding of current video game platforms and related hardware.
• Excellent attention to detail.
• Ability to establish and maintain effective working relationships with 2K teams and customers.
• Technically proficient with PCs and various gaming consoles.
• Digital literacy, specifically MS Office Suite and G Suite.
• Basic understanding of source control.
• Ability to quickly learn customer service-based tools and techniques.

What this role offers:

• The opportunity to work in a global video game company.