The Customer Success Associate II handles complex customer service issues, including VIP tickets and advanced troubleshooting for PCs, Sony, and Microsoft consoles. This role involves contributing to team projects like process improvement and product launches, mentoring Tier I associates, and ensuring high customer satisfaction. Responsibilities also include content moderation, cross-department collaboration, and contributing to knowledge base updates.

Must Have

• Deliver timely, accurate, and respectful customer support
• Troubleshoot complex technical issues on PCs, Sony, Microsoft consoles
• Respond to VIP customer inquiries and time-sensitive requests
• Serve as escalation point for Tier I associates
• Take ownership of customer service incidents
• Perform User Generated Content Moderations
• Collaborate with internal departments on customer concerns
• Assist with special projects, Knowledge Base updates, feedback analysis
• 3-5+ years experience in customer service or related role
• Proven track record resolving complex video game customer needs
• Demonstrated ability to troubleshoot sophisticated technical issues
• Operate independently, manage multiple priorities effectively
• Mentor junior team members, foster continuous improvement

Customer Success Agent II

Position Summary

The Customer Success Associate II 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 Tier I associates.

Primary Responsibilities

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 sophisticated technical issues on PCs, Sony, and Microsoft consoles, demonstrating in-depth product knowledge.
• Respond to VIP customer inquiries and handle time-sensitive requests with professionalism and vitality.
• Serve as a critical issue point for Tier I associates, providing guidance and support to resolve ambitious 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.

Core Competencies:

• 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 goal

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

All qualifications, knowledge, and job-related skills from Customer Success Associate I, plus:

• At least 3-5+ years of experience in customer service or a related role.
• Proven track record of resolving customer service needs of varying complexity in video games or related products and demonstrated ability to troubleshoot and resolve sophisticated 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.

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.

2K is committed to providing reasonable accommodations in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. Employment at 2K is considered at-will, except where prohibited by state legislation. Compensation and job postings may include disclosures required under state pay transparency laws.

2K is an Equal Opportunity Employer, committed to creating an inclusive work environment free from discrimination based on race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, veteran status, or any other characteristic protected by law.