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Junior Account Support

Job Description

JOB SUMMARY:

Under general supervision, in an in-bound web ticket and chat environment, the Account Support will provide general customer service included but not limited to technical, payment, and account support.

Assistance must be provided professionally and personally utilizing clear written communication. Customer representatives are required to perform other work as necessary to ensure smooth operation of the team environment and department.

Ubisoft customer representatives are experts in internal troubleshooting procedures and practices and are able to communicate these with full confidence.

Duties and Responsibilties:

• Follow established protocols to verify ownership of player accounts, help players regain access to their accounts, and make changes to player account information
• Switch between two support modalities (webmail and chat) as determined by leadership staff based on volume, demand, and staffing needs

• Address customer concerns and inquiries by interacting in a professional and friendly manner
• Use a computer to accurately record customer interactions and support transactions
• Use provided resources to research customer issues
• Identify and escalate new issues per specified protocol
• Where appropriate, redirect customers to other regional support or outside organizations

• Participate in training and development activities
• Complete tasks as assigned by supervisory staff

Required Knowledge:

• Ability to write clearly and accurately following conventional rules for grammar, mechanics and spelling

• Demonstrated typing efficiency and accuracy
• Proficient use of PC and customary productivity applications
• Knowledge of computer systems and gaming platforms
• Familiarity with good service practices and core values
• Pleasant, patient, and friendly attitude

• Ability and willingness to work in a team environment to achieve the greater good
• Ability to follow through and achieve action items in a multi-tasking environment

Personal Skills:

• Reliable attendance and punctuality, meeting the attendance policies in place

• Adapts to change quickly and effectively, maintaining a professional attitude
• Flexible to work in shifts
• Self-directed focus, achieving tasks in a team environment to provide appropriate outcomes in a timely manner
• Interacts with colleagues and customers in a manner which instills confidence in the organization
• Accepts and provides feedback in a professional and courteous manner
• Develops productive customer relationships by maintaining perspective of their needs in relation to business practices

• Effective conflict resolution skills that provide solutions to antagonistic or otherwise stressful situations
• Accepts and welcomes diversity of knowledge, capabilities, insights and backgrounds and works effectively with individuals of possessing contrasting or variant backgrounds
• Self-imposes high standards for success rather than having standards imposed
• Sustains integrity of performance under pressure, change, or job ambiguity due to either of the two

Qualifications

• Affluent English Speaking Skills
• Knowledge and understanding of customer service principles and best practices
• Ability to sit for extended periods of time
• Availability to work a flexible schedule (varying days and hours)

Company Description

Ubisoft is a leading developer and publisher of video games worldwide whose brand portfolio covers blockbusters such as Assassin’s Creed, Prince of Persia and Splinter Cell, as well as games for the whole family, from Imagine and Petz to Rayman Raving Rabbids. To continue building on its achievements for the future, Ubisoft is looking for new talent for its growing Indian studio in Pune !

We favor diversity, creativity, drive and team spirit. If you’ve got the skills and the desire to succeed, we want you to be a part of this exciting period of growth