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Customer Experience Specialist

The opportunity

The Customer Experience Team is the first point of contact for Unity users who need help and guidance. As a Customer Experience Specialist, you will be key in supporting our global users with their non technical questions, focusing on services related to the Unity Asset Store.

As a member of the team, you will be responsible for answering complex service requests and live chats, alongside article creation for our Self Serve offering. This requires the need for deep product knowledge, enhanced problem solving capabilities and an understanding of backend system use.

As well as supporting customers in an empathetic manner, we work closely with other Unity teams including Customer Experience Advisors, product functions, and internal developers to proactively provide feedback and resolve issues, whilst putting our users first.

Training in our service processes will be provided at the start of this permanent position. We will also invest in training to support your professional growth throughout your employment.

Our Team places importance on kindness and inclusion as our central values.

What you’ll be doing

• Answering user questions on product service areas with clarity and empathy, in a timely manner via Email and Live Chat
• Writing and maintaining articles for our Knowledge Base to enables our users to self-serve
• Maintaining a high standard of quality to ensure customer satisfaction and efficiency in resolution time
• Be the voice of our customers! Work with internal stakeholders to improve product offerings through identifying and providing feedback customer pain points

What we’re looking for

• Experience in a front line customer service role, where understanding of technical terminologies and product features was necessary
• Excellent written and spoken English and business Japanese
• A love of learning, as we work in a fast-paced environment with lots of changes

You might also have

• Experience of different support software - Email, Live Chat, and/or Ticketing systems e.g. Zendesk, Service Now,
• Understanding of IT system fundamentals and networking terminologies
• Familiarity with 3D Model software - eg. Autodesk Maya, Revit

Life at Unity

Unity (NYSE: U) is the world’s leading platform for creating and operating real-time 3D (RT3D) content. Creators, ranging from game developers to artists, architects, automotive designers, filmmakers, and others, use Unity to make their imaginations come to life. Unity is the foundation upon which the world’s most powerful digital content is created. Specifically, Unity’s platform provides a comprehensive set of software solutions to create, run and monetize interactive, real-time 2D and 3D content for mobile phones, tablets, PCs, consoles, and augmented and virtual reality devices.

In the fourth quarter of 2021, Unity had, on average, 3.9 billion monthly active end users who consumed content created or operated with its solutions. The applications developed by these creators were downloaded, on average, five billion times per month in 2021. For more information, please visit www.unity.com.

Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, disability, gender, or any other protected status in accordance with applicable law. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.

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