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Senior Specialist, Player Experience Interactions

Job Description

Title : Senior Specialist, Player Experience Interactions

Reports To:Team Leader, Player 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 Responsibilities:

• 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:

• Minimum of 4 years of previous contact center experience
• 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 composed of over 16,000 talented people located in 5 continents across the globe. The company’s 40+ different creative studios work together each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.

Ubisoft Customer Relationship Center takes care of assisting gamers and is in-line with Ubisoft’s mission: “Player First”.