Game Services & Operation Specialist

Ubisoft
Chengdu Sichuan cn
9 days ago
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Job Description

Your role:

As part of the Game operations team, your role will be to handle escalations from within the Customer Support team for our services. Handling tickets and giving guidance wherever needed on technical aspects and specialist expertise.

The Game operations team will be the point of contact for the teams managing services vital to the customer experience outside of CRC, working with teams including live games, Uplay and accounts.

The role will involve working with CRC’s own internal teams and with other Ubisoft partners to bring resolution to escalated issues. There will be a strong emphasis on documenting and sharing this knowledge to enrich the knowledge of the CRC.

What u will do:

· Provide support to the customer facing agents of CRC and our partners

· Manage game escalation incidents effectively. Including technical support, system administration and process optimization.

· Champion an Escalation mind-set and work to improve overall support at CRC and our partners.

· Build expertise and work with the knowledge team to document issues.

· Conduct and document detailed research and look through case data to build issue case studies

· To consistently look for opportunities to improve the customer experience by sharing feedback and recommendations to Game Ops

你的角色

作为游戏运营团队的一员,你需要从技术和专业知识层面,处理客服支持团队内升级上来的技术性问题。
游戏运营团队将与在CRC之外管理重要客服体验服务的团队对接,与游戏团队、Uplay团队和账户团队一起合作。
其职责涉及到与CRC内部及育碧合作方合作,解决升级上来的技术性问题。尤其重视IT文档化并将其进行分享,丰富CRC知识库。

你的日常工作

· 为一线客服及合作方提供支持;

· 有效管理游戏升级案例,包括技术支持、系统管理和流程优化;

· 拥有升级处理问题思维,努力改善客服中心与合作方的整体支持;

· 与知识团队一起记录问题,建构专门的知识库;

· 执行并记录具体研究,查看案例数据,进行问题案例分析;

· 与游戏客服运营团队分享反馈和建议,不断寻找提升客服体验的机会。

Qualifications

What you should be equipped with:

· Strong logical thinker and good problem solving skills

· 3 years and above working experience in technical support and customer service

· Strong team player, excellent communication and networking skills

· Excellent technical support and system admin knowledge

· Strong ability to document and present player needs

· Good command of English in both speaking and writing.

你需要具备

· 逻辑思维者,问题解决行家

· 3年及以上技术支持和客户服务相关工作经验

· 强烈的团队合作精神,优秀的沟通和社交技能

· 优秀的技术支持和系统管理员知识

· 善于记录和呈现玩家需求

· 良好的英语说写能力

Additional Information

Your bonus points

· Interest and passion for video-games and work to have fun

你的加分项

热爱游戏,认真工作和玩耍

Company Description

育碧成都自2008年建立后已成为中国西部地区主要游戏研发工作室之一,并拥有超过320名员工致力于研发育碧旗下的经典游戏。我们与其他育碧工作室合作研发了多个AAA游戏,如《刺客信条》、《碧海黑帆》及《荣耀战魂》。同时我们也致力于自主研发休闲类游戏,如《疯狂兔子:奇遇派对》以及将多款育碧经典游戏移植到Switch平台。

同时,育碧成都工作室也是研发前沿性技术的领军者,其“Games As A Service (GAAS)” 的理念带领企业不断推陈出新。成都工作室的技术团队开发的产品被运用于育碧旗下众多知名游戏品牌,有效协助研发团队基于科学数据做出准确决策。


Established in 2008, Ubisoft Chengdu is one of the key game studios in western China and a full-fledged production center, with over 320 talents contributing to Ubisoft’s line-up. We have a strong track record of co-development on Ubisoft’s biggest brands such as Assassin’s Creed®, Skull and Bones™ and For Honor®, as well as developing casual games such as Rabbids party game and bringing hit titles to Switch.

Meanwhile, we are also a pioneer in cutting-edge technology driving Ubisoft’s “games as a service (GAAS)” ethos. Chengdu’s technology team develops products that empower production teams to make educated, data-driven decisions on hit Ubisoft brands.

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