Customer Service Player Advocacy Specialist I
Job Summary
Job Description
- Subject matter expert for assigned game
- Advanced knowledge of troubleshooting PCs, Sony, and Microsoft consoles
- Play test titles before release
- Create internal documentation for CS agents
5 skills required
Job Details
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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● Be a subject matter expert for assigned franchise/game.
● Advanced knowledge of troubleshooting PCs, Sony, and Microsoft consoles.
● Play test titles before release to help CS anticipate player concerns and provide feedback to QA.
● Recommend support strategies to management to mitigate player tickets and increase customer satisfaction.
● Create internal documentation for CS agents, Confluence and Knowledgebase articles.
● Track issues reported to CS via ‘Community’ (bug tracking).
● Collaborate with QA to reproduce, troubleshoot bug reports and emerging issues for their title.
● Moderation of CS Community.
● Review and approve all processes, macros and articles created for their title.
● Ensure internal CS documentation is current and accurate.
● Interact effectively with customers and internal developers.
● Escalate Emerging issues, working closely with QA/PD staff.
● Work on miscellaneous projects as assigned by Manager.
● Assist in generating training materials and customer facing documentation.
● Work with management on customer service initiatives.
● Responding to Tier 1 questions in CS slack channels for their respective area of expertise.
● Work escalated or ‘problem’ tickets to completion, be an escalation point for the CS team.
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About The Company
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, 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, thinkers and doers, are the professional publishing stewards of our growing library of critically-acclaimed franchises such as NBA 2K, 2K PGA, Battleborn, BioShock, Borderlands, The Quarry, The Darkness, Mafia, Sid Meier’s Civilization, Marvel’s Midnight Suns, 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 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!
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