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JOB RESPONSIBILITIES: ● Be the escalation point for all customer service issues escalated from support staff ● Deliver timely, accurate and respectful follow up to user questions and issues ● Have deep knowledge of 2K products and services ● Become the subject matter expert for Tier 1 and Tier 2 Support ● In depth knowledge of troubleshooting PCs, PlayStation, Microsoft, Nintendo Switch consoles. ● Document all incidents in Zendesk ● Manage incidents to closure ● Interact effectively with customers and internal developers/concerned teams ● Issue discounts or merchandise as part of our Customer Service Strategy ● Escalate issues as needed ● Assist in generating training materials and customer facing documentation ● Provide coaching, training, and overall guidance to Customer Service Associates ● Work with management on customer service initiatives KNOWLEDGE AND SKILLS: ● Exceptional communication and writing skills in English language. ● Intermediate to advanced MS Office Suite, G Suite and Outlook skills ● High productivity with few errors ● Excellent time management and organizational skills, while being adaptive and responsive to change ● Proven and demonstrated leadership skills ● Ability to work well in a team environment, while motivating associates with integrity and ethics ● Demonstrates understanding and lives by the departments’ core values with adherence to Company policies ● Consistently provides a positive role-model to associates, in terms of work performance, attitude and attendance REQUIRED QUALIFICATIONS: ● College degree above or equivalent ● 8+ years of work experience in a customer engaging environment, 2+ years in a team leading role. ● Understanding and ability to implement effective customer service standards ● Reliable and can be counted on to work all scheduled shifts ● Capable of working any mandatory overtime; which can occur during the work week, weekends, and occasional holidays ● Must be able to communicate effectively in English, in both written and oral forms PREFERRED QUALIFICATIONS: ● Bachelor’s Degree in a related field or significant experience in customer service with emphasis in gaming ● Multilingual with language skills in addition to English and Chinese ● Substantial previous customer support experience in an online environment ● Advanced troubleshooting/problem solving ability ● Continuous pattern of professional development and learning ● Expertise with Zendesk, helpdesk software or issue/bug tracking tools ● Gamer that loves video games!

Flexible with work schedule including weekends.