Customer Success Associate II

2K; Madrid; Presencial; EUR 30.000 - 52.000; Jornada completa

Descripción de la vacante

2K Games is seeking a Customer Success Associate to handle complex customer service issues, including VIP tickets, time-sensitive requests, and advanced troubleshooting on PC and console platforms.

The role also involves mentoring teammates, contributing to Knowledge Base updates, and collaborating with internal departments to improve service delivery across multiple game titles.

Formación

• Proven success resolving complex customer service needs in gaming.
• Ability to troubleshoot advanced technical issues on PCs and consoles.
• Independent worker with multi-priority management.
• Leadership experience mentoring teammates.
• Strong English communication skills (CEFR C1 or higher).
• Willingness to work weekends and holidays.

Responsabilidades

• Deliver timely, accurate follow-up to customer questions.
• Troubleshoot and resolve advanced issues on PCs and consoles.
• Respond to VIP inquiries with professionalism.
• Escalate and guide Tier I associates when needed.
• Own incidents and ensure follow-up.
• Moderate user-generated content.
• Collaborate with internal departments to improve service.
• Assist with mobile soft launches and Knowledge Base updates.
• Identify improvements and implement changes.

Conocimientos

Customer service

Troubleshooting

Mentoring

English communication

Cross-team collaboration

Content moderation

Problem solving

Herramientas

MS Office

G Suite

Descripción del empleo

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 2K’s 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 today’s 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 2K’s portfolio currently includes several AAA, sports and entertainment brands, including global powerhouse NBA 2K, renowned BioShock, Borderlands, Mafia, Sid Meier’s 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 don’t meet every requirement for the role. If you're 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 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.

As an equal opportunity employer, we are committed to ensuring that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform their essential job functions, and to receive other benefits and privileges of employment. Please contact us if you need reasonable accommodation.

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 2K.com accounts.

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 2K.com accounts.

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