Located at our offices in Kirkland, WA, the Customer Service Lead 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.
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 mobile devices.
Document all incidents in Zendesk.
Manage incidents to closure.
Interact effectively with customers as well as internal partners.
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.
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.
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, weekends, and occasional holidays.
Must be able to communicate effectively in English, in both written and oral forms.
Bachelor’s Degree in a related field or significant experience in customer service with emphasis in gaming.
Substantial previous customer support experience in an online environment.