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Game Services & Operation Specialist

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

· Provide feedback and insight to other Ubisoft teams on game operations and services

· Manage game escalation incidents effectively. Including the resolution of tickets as well as associated administrative duties.

· Collaborate with game and service teams in the wider company and provide knowledge and visibility to CRC and our partners

· Handle new issues in the Escalation support remit effectively and ensure they are communicated and managed to resolution

· Document known issues and ensure the knowledgebase is kept up to date and accurate

· 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 and educate the wider CRC.

· Identify and define process needs regarding general CS escalations

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

· To act with autonomy and sensitivity in operations to make sure the voice of the customer is heard

· Work in the team as CRC’s contact and support for China CS Operations related issues

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

Qualifications

What you should be equipped with:

· Strong logical thinker and good problem solving skills

· 5 years and above working experience in customer service

· Excellent communication and networking skills

· Proven people skills

· Strong communication skills with the ability to work in a complex organisational structure

· Ability to provide good direction

· Strong team player

· Excellent technical knowledge

· Strong ability to document and present player needs to development teams and partners

· Good command of English in both speaking and writing.

· interest and passion for video-games

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.