Customer Success Associate

Customer Success Associate

Madrid, Spain

At 2K, we create some of the most iconic and culture-shaping video games in entertainment, including NBA® 2K, one of the top-selling franchises in the world, and legendary titles like Bio Shock®, Borderlands®, Mafia, Sid Meier's Civilization®, and XCOM®, as well as fan favorites WWE® 2K, Top Spin®, and PGA TOUR® 2K. We build unforgettable experiences by pushing the boundaries of creativity, authenticity and innovation across every genre.

Our portfolio is brought to life by some of the most influential game development studios in the world. Visual Concepts, Firaxis Games, Hangar 13, Cat Daddy Games, 31st Union, Cloud Chamber, Gearbox, HB Studios, and 2K Sports Lab create world-class experiences across platforms.

But what truly powers 2K is our people.

We believe the best ideas come from teams that feel empowered, supported, and inspired. As an equal opportunity employer, we are committed to fostering a diverse, inclusive workplace where people are encouraged to come as they are and do their best work.

The Customer Success Associate 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.

Primary Responsibilities

• 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.

Core Competencies

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 positive relationships and maintain team harmony.

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.
• 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…