Associate Knowledge Administrator

Who We Are

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 are responsible for developing 2K’s portfolio of world-class games across multiple platforms, including Visual Concepts, Firaxis, Hangar 13, CatDaddy, Cloud Chamber, and HB Studios. 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, problem solvers, and doers, are the professional publishing stewards of our growing library of critically acclaimed franchises such as NBA 2K, Battleborn, BioShock, Borderlands, The Darkness, Mafia, Sid Meier’s Civilization, WWE 2K, and XCOM.

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 are dedicated to diversity and inclusion and want our community of candidates to reflect this commitment. We encourage all qualified applicants to explore our global positions.

2K is headquartered in Novato, California, and is a wholly owned label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO).

OVERVIEW:

Coordinates across teams to capture new knowledge and create searchable content for both internal and external users. Organizes Knowledge Bases to ensure ease of searchability and highlight frequently requested answers.  Applies SEO standard methodologies to enhance discoverability. Continually reviews content to ensure knowledge remains current, and easily accessible. Uses analytics to identify missing content and opportunities to add clarity. Additional tasks as assigned by Management.

Location: Las Vegas, NV (Onsite) 

RESPONSIBILITIES:

●    Update and review our customer-facing knowledge base, using customer searches, article views, and votes to improve content and increase ticket deflection.
●    Manage and create internal documentation related to processes that our Customer Success teams reference to assist customers.
●    Work closely with the Customer Success Associate Manager to develop and implement a knowledge management strategy, ensuring high quality, up-to-date, and easily searchable content for audiences with varying skill levels.
●    Partner with team members across the organization—change management, service teams, trainers, curriculum developers, and subject matter experts—to build content supporting new video game launches, patches, features, and services.
●    Regularly review and refine the structure and placement of Knowledge Base content to ensure logical organization and accessibility.
●    Review and improve the macros used by our Customer Success agents to ensure effective, consistent, and clear communication with customers.
●    Facilitate the localization of all knowledge base articles, system-wide field options, and agent macros.
●    Periodically review automated emails and macros to identify and update outdated information. Ensure content is always accurate and aligned with current practices.
●    Follow and update our writing guidelines (Style Guide) using proven methods to maintain a consistent tone and quality.
●    Stay up to date with Zendesk enhancements and releases, and explore opportunities to improve our use of the platform for knowledge management.

KNOWLEDGE AND SKILLS:

●    Proven experience creating how-to articles, FAQs, and other technical documentation.
●    Ability to build engaging and multimedia-rich help content, including infographics or interactive guides.
●    Exceptional attention to detail with the ability to produce error free, polished written content is required. 
●    Excellent time management and organization skills.
●    Able to assess priorities and multi-task to meet deadlines and objectives.
●    Data-driven approach and technological proficiency.
●    Experience crafting technical troubleshooting steps preferred.
●    Experience with video games and gaming communities a plus.
●    Proficiency in managing and updating content in CMS platforms.
●    Familiarity with SEO standard processes for help center articles to improve discoverability.

REQUIRED QUALIFICATIONS:

●     Experience in knowledge management, content creation, or customer success roles, with a focus on optimizing resources for customer-facing and internal use, or degree in a related field
●       Located in Las Vegas, NV
●       Ability to think strategically, objectively, and effectively to translate data into actionable insights/strategies
●      Excellent communication and interpersonal skills; ability to articulate ideas clearly and concisely
●       Experience with Zendesk and Confluence preferred
●       Prolonged periods of sitting, standing, working at a computer, walking to different floors, attending meetings, and participating in events.
●       Capable of lifting up to 20 pounds at times assisted or unassisted.

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 crucial job functions, and to receive other benefits and privileges of employment. Please contact us if you need a 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.