JOB RESPONSIBILITIES:•Be the escalation point for all customer service issues escalated from Tier 1 and Tier 2 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 and Microsoft consoles.•Document all incidents in Zendesk.•Manage incidents to closure.•Interact effectively with customers and internal developers.•Issue discounts or merchandise as part of our Customer Success Strategy.•Escalate issues as needed.•Assist in generating training materials and customer facing documentation.•Provide coaching, training, and overall guidance to Senior Customer Success Associates.•Work with management on customer success initiatives.KNOWLEDGE AND SKILLS:•Exceptional communication and writing skills in English.•Intermediate to advanced MS Office Excel, Word 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.QUALIFICATIONS: Education and Experience: •Bachelor diploma or equivalent.•5+ years of customer service/support experience including 2+ years of management experience. •Understanding and ability to implement effective customer service standards.•Reliable and can be counted on to work all scheduled shifts (The role will work on weekend shift). •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 SKILLS:•Significant experience in customer service with emphasis in gaming.•Advanced English language skill, multilingual in any language other than Chinese and English.•Substantial previous customer support experience in an online environment.•Advanced trouble shooting/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!

关于2K Chengdu仟之游软件科技（成都）有限公司于2011年在成都创立，前身是2007年于上海创立的2K中国测试团队。公司是美国take-two互动软件公司（纳斯达克代码：TTWO）的全资子公司。我们同遍及全球的2K工作室密切协作，致力于游戏产品的测试以及质量保证环节，为全球的玩家提供高品质的游戏产品。我们参与测试的游戏产品遍及PC，游戏主机，智能手机，平板电脑等游戏平台。涵盖了当今各大游戏类别，包括射击，角色扮演，体育，策略和休闲游戏等。其中包括广受玩家喜爱的生化奇兵（Bioshock）系列，无主之地（Borderlands）系列，NBA2K系列，NBA Online，席德梅尔的文明系列，以及幽浮（Xcom）系列。同时我们也参与包括日文，韩文，中文等亚洲语言游戏产品的本地化测试。2K Games的总部在美国加利福尼亚的诺瓦托，是美国take-two互动软件公司（纳斯达克代码：ttwo）的全资子公司。About 2K Chengdu2K Chengdu is a QA studio subsidiary of 2K, a wholly owned publishing label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO). The studio opened its doors on 2011 after moving the 2K China QA team from Shanghai where they were previously located since 2007.The studio works closely with other 2K studios all over the world and is committed to providing consumers with high-quality interactive entertainment experiences, and quality assurance for 2K’s growing lineup of products for console systems, handheld gaming systems, personal computers, smartphones and tablets, including critically-acclaimed RPG, Strategy, **** and Sports franchises such as BioShock, Borderlands, NBA 2K, NBA Online, Sid Meier’s Civilization, and XCOM. 2K Chengdu also features state of the art localization testing facilities covering Simplified Chinese, Traditional Chinese, Japanese and Korean.Headquartered in Novato, California, 2K Games is a wholly owned publishing label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO).