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RESPONSIBILITIES: · Deliver timely, accurate, and respectfully follow up to customer questions and issues · Build deep knowledge of 2K products · Troubleshoot game issues on PC, Mobile, PlayStation and Microsoft consoles · Take ownership of Customer Service incidents and work to resolve them successfully · Interact effectively with customers and internal developers · Escalate issues as needed · Assist in generating training materials and customer-facing documentation · Become the subject matter expert for Tier 1 and Tier 2 Support · Work closely with other customer service associates KNOWLEDGE AND SKILLS: · Technically proficient with PC's and various gaming consoles · Computer literacy, specifically MS Office Suite and G Suite · Ability to quickly learn customer service based tools and techniques REQUIRED QUALIFICATIONS: · High School diploma or equivalent · Minimum age of 18 years and above · Proficient in Windows and MS Office · Strong verbal and written communication skills · Ability to proficiently read, write and speak English (at a C1 level) and either: Mandarin Chinese or Cantonese (at a C2 level) · Working knowledge of current video game platforms and related hardware · Excellent attention to detail · Ability to establish and maintain effective working relationships with 2K teams and our customers · Reliable and can be counted on to work all scheduled shifts · Capable of working any mandatory overtime; which can occur during the workweek, weekends, and holidays PREFERRED QUALIFICATIONS: Previous customer support experience in an online environment Familiarity with Zendesk, helpdesk software or issue/bug tracking tools 1+ years of Customer service experience