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!

關于2K Chengdu仟之游軟件科技（成都）有限公司于2011年在成都創立，前身是2007年于上海創立的2K中國測試團隊。公司是美國take-two互動軟件公司（納斯達克代碼：TTWO）的全資子公司。我們同遍及全球的2K工作室密切協作，致力于游戲產品的測試以及質量保證環節，為全球的玩家提供高品質的游戲產品。我們參與測試的游戲產品遍及PC，游戲主機，智能手機，平板電腦等游戲平臺。涵蓋了當今各大游戲類別，包括射擊，角色扮演，體育，策略和休閑游戲等。其中包括廣受玩家喜愛的生化奇兵（Bioshock）系列，無主之地（Borderlands）系列，NBA2K系列，NBA Online，席德梅爾的文明系列，以及幽浮（Xcom）系列。同時我們也參與包括日文，韓文，中文等亞洲語言游戲產品的本地化測試。2K Games的總部在美國加利福尼亞的諾瓦托，是美國take-two互動軟件公司（納斯達克代碼：ttwo）的全資子公司。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).