Apply on Employer Site

2K Vegas · 1 month ago

Customer Success Agent II

Las Vegas, Nevada, United States

Full-time

Onsite

Mid Level

3+ years exp

2kvegas is a company focused on customer service excellence, and they are seeking a Customer Success Associate II to handle complex customer service issues and mentor Tier I associates. This role involves troubleshooting technical issues, collaborating with internal departments, and contributing to process improvement initiatives.

Computer Games

Responsibilities

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

Perform User Generated Content Moderations for various titles, ensuring compliance with company guidelines

Collaborate with internal departments to address customer concerns and improve service delivery

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

Qualification

Customer service experienceTechnical troubleshootingMentoring junior team membersProject managementCollaboration skillsCritical thinking

Required

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