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Customer Service Player Advocacy Specialist I at 2K. . Location: Chengdu Shi, Sichuan, China. 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..  .  . **DELETE AS APPROPRIATE** - please leave the relevant location tag for LinkedIn. #LI-Remote . #LI-Onsite . #LI-Hybrid. ● Be a subject matter expert for assigned franchise/game.. ● Advanced knowledge of troubleshooting PCs, Sony, and Microsoft consoles.. ● Play test titles before release to help CS anticipate player concerns and provide feedback to QA.. ● Recommend support strategies to management to mitigate player tickets and increase customer satisfaction.. ● Create internal documentation for CS agents, Confluence and Knowledgebase articles.. ● Track issues reported to CS via ‘Community’ (bug tracking).. ● Collaborate with QA to reproduce, troubleshoot bug reports and emerging issues for their title.. ● Moderation of CS Community.. ● Review and approve all processes, macros and articles created for their title.. ● Ensure internal CS documentation is current and accurate.. ● Interact effectively with customers and internal developers.. ● Escalate Emerging issues, working closely with QA/PD staff.. ● Work on miscellaneous projects as assigned by Manager.. ● Assist in generating training materials and customer facing documentation.. ● Work with management on customer service initiatives.. ● Responding to Tier 1 questions in CS slack channels for their respective area of expertise.. ● Work escalated or ‘problem’ tickets to completion, be an escalation point for the CS team.