Senior Customer Success Associate – Gaming VIP Support

2kmadrid; Madrid; Presencial; EUR 30.000 - 42.000; Jornada completa

Descripción de la vacante

2K is seeking a Customer Success Associate in Madrid to handle complex customer service issues, including VIP tickets and time-sensitive requests. You will troubleshoot advanced technical issues on PCs and consoles, and mentor teammates while contributing to knowledge base updates.

You will also collaborate with cross-functional teams to improve service delivery and ensure customer satisfaction across titles like NBA 2K, BioShock, and Borderlands.

Formación

• Experience resolving complex customer service needs, preferably in video games or related products.
• Ability to troubleshoot and resolve advanced technical issues across multiple platforms.

Responsabilidades

• Deliver timely, accurate, and respectful follow-up to customer questions and issues, ensuring high customer satisfaction.
• Troubleshoot and resolve advanced technical issues on PCs, Sony, and Microsoft consoles using 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 to resolve challenging issues.
• Take ownership of customer service incidents, ensuring successful resolution and follow-up.
• Perform User Generated Content Moderations for various titles, ensuring compliance with company guidelines.
• Collaborate with internal departments to address customer concerns and improve service delivery.
• Assist with special projects such as Knowledge Base updates and customer feedback analysis.

Descripción del empleo

2K is seeking a Customer Success Associate in Madrid to handle complex customer service issues, including VIP tickets and time-sensitive requests. You will troubleshoot advanced technical issues on PCs and consoles, and mentor teammates while contributing to knowledge base updates.

You will also collaborate with cross-functional teams to improve service delivery and ensure customer satisfaction across titles like NBA 2K, BioShock, and Borderlands.