Customer Service Supervisor

WHO WE ARE

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, and HB Studios. 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 our growing library of critically-acclaimed franchises such as NBA 2K, 2K PGA, Battleborn, BioShock, Borderlands, The Quarry, The Darkness, Mafia, Sid Meier’s Civilization, Marvel’s Midnight Suns, WWE 2K, and XCOM.

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!

What we need

2K QA Studio in Las Vegas, Nevada is looking for an experienced archivist who excels in fostering a positive team-environment and building lucrative relationships. Applicants will be highly motivated and organized, able to work as part of a team responsible for acquiring, accessing, arranging, describing, and ongoing preservation and maintenance of records, particularly those maintained in our developing the 2K Digital Title Library, while also having the ability to work with little to no supervision.

SUMMARY:  Our Customer Service Supervisor is responsible for handling 2K’s highest level of service issues to ensure our customer’s escalations are resolved in an effective and timely manner. You provide knowledge and expertise to 2K’s Tier 1, Tier 2 and Senior Customer Service Representatives, while successfully resolving any service-related issues and ensuring departmental objectives are met. Reports to the Customer Service Manager.

Location: Las Vegas, NV (Onsite)

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.
• Develop a deep understanding of Zendesk.
• Manage incidents to closure.
• Interact effectively with customers and internal developers.
• Issue discounts or merchandise as part of our Customer Service Strategy.
• Escalate issues as needed.
• Assist in generating training materials and customer facing documentation.
• Provide coaching, training, and overall guidance to Senior Customer Service Associates.
• Issue corrective and disciplinary action when needed.
• Work with management on customer service initiatives.

 

KNOWLEDGE AND SKILLS:

• Exceptional communication and writing skills.
• 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: 

• High School diploma or equivalent.
• Minimum age of 18 years and above.
• 8+ years of customer service/support experience. 
• Understanding and ability to implement effective customer service standards.
• Reliable and can be counted on to work all scheduled shifts.
• Capable of working any mandatory overtime; which can occur during the work week, w