Customer Success Associate I

2K is headquartered in Novato, California and is a wholly owned label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO). Founded in 2005, 2K Games is a global video game company, publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2K’s portfolio of world-class games across multiple platforms, include Visual Concepts, Firaxis, Hangar 13, CatDaddy, Cloud Chamber, 31st Union, HB Studios, and 2K SportsLab. Our portfolio of titles is expanding due to our global strategic plan, building and acquiring exciting studios whose content continues to inspire all of us! 2K publishes titles in today’s most popular gaming genres, including sports, shooters, action, role-playing, strategy, casual, and family entertainment.

Our team of engineers, marketers, artists, writers, data scientists, producers, thinkers and doers, are the professional publishing stewards of 2K’s portfolio currently includes several AAA, sports and entertainment brands, including global powerhouse NBA®️ 2K, renowned BioShock®️, Borderlands®️, Mafia, Sid Meier’s Civilization®️ and XCOM®️ brands; popular WWE®️ 2K and WWE®️ SuperCard franchises, TopSpin 2K25, as well as the critically and commercially acclaimed PGA TOUR®️ 2K

At 2K, we pride ourselves on creating an inclusive work environment, which means encouraging our teams to Come as You Are and do your best work! We encourage ALL applicants to explore our global positions, even if they don’t meet every requirement for the role. If you're interested in the job and think you have what it takes to work at 2K, we encourage you to apply!

The Customer Success Associate I is an entry-level role focused on delivering exceptional customer service by addressing customer inquiries, troubleshooting basic issues, and ensuring customer satisfaction. This role serves as the foundation for building technical expertise and customer service skills. Associates in this role are also expected to contribute to team projects, gaining exposure to collaborative work and process improvement initiatives.

• Customer Support and Issue Resolution 
• Respond promptly and professionally to customer inquiries via email, chat, or other communication channels. 
• Troubleshoot and resolve basic technical issues on PCs, Sony, and Microsoft consoles, ensuring customer satisfaction. 
• Escalate complex or unresolved issues to Tier II associates or management, ensuring proper follow-up. 

• Knowledge Building and Training 
  • Build foundational knowledge of company products, services, and processes to provide accurate information to customers. 
  • Participate in training sessions and team meetings to enhance product knowledge and customer service skills. 
• Documentation and Record Keeping 
  • Maintain detailed and accurate records of customer interactions, resolutions, and feedback. Collaborate with team members on assigned projects, such as process documentation, customer feedback analysis, or system updates. 

Knowledge Base Contribution 

• Contribute to the development of the Knowledge Base by identifying common customer issues and suggesting content updates. 

• Behavioral
• Demonstrate the ability to adhere to established guidelines and procedures when addressing challenges.
• Effectively communicate progress, challenges, and outcomes related to assigned tasks.
• Technical
• Possess foundational knowledge of tools, systems, and processes required for day-to-day operations. Can independently complete routine tasks with minimal supervision, ensuring accuracy and efficiency. 
• Capable of interpreting and addressing straightforward customer inquiries or requests. .
• Leadership
• Promote a collaborative and inclusive work environment. 
• Use active listening, empathy, and problem-solving skills to foster positivity.
• Strategic Influence & Business Acumen
• Understand the fundamental stages of project or product development, including planning, execution, and delivery. 
• Ensure that all actions and deliverables adhere to company policies, industry standards, and legal requirements. 

Required Qualifications, Knowledge, and Job-Related Skills

•  High School diploma or equivalent. 
• Minimum age of 18 years or older. 
• 1-2 years of experience in customer service or a related role (internship experience is acceptable). 
• Reliable and able to work scheduled shifts, including weekends and holidays. 
• Strong communication skills in English, both written and verbal, to clearly document findings and provide feedback to level appropriate audiences. 
• Strong analytical skills, attention to detail, creative problem-solving skills, organizational abilities, and a sense of ownership over assigned duties. 
• Positive attitude along with flexibility, dependability, and excellent interpersonal skills, including the ability to collaborate effectively within a team environment. 
• Technical Skills: 
• Basic technical proficiency with PCs and gaming consoles. o 
• Familiarity with MS Office and G Suite products. 
• Physical requirements include the ability to: o 
• Lift up to 20 lbs. unassisted or assisted occasionally.  
• Stand, sit, and walk for prolonged periods of time. 
• Move between three separate floors as needed. 
• CEFR C1 (Advanced) level of English proficiency or higher

Please ensure your CV is submitted in English, as non English CVs will not be reviewed.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee; other tasks and duties may be assigned or reassigned as needed.

As an equal opportunity employer, we are committed to ensuring that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform their essential job functions, and to receive other benefits and privileges of employment. Please contact us if you need reasonable accommodation.

Please note that 2K Games and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing, only use 2K.com accounts. 

Please note that 2K Games and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing, only use 2K.com accounts.