Customer Success Agent II

2K Vegas • Las Vegas, NV

2d

About The Position

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.

Requirements

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees