Specialist, Player Experience Interactions

Job Description

Ubisoft's 19,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players' lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassin's Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown.

Job Description

The Player Experience Interactions Specialist will provide customer support to Ubisoft players, including, but not limited to, Tier 2 escalations, E-Commerce queries and issues, general player concerns, and technical and/or accounts-based issues. Specialists will work closely with various business teams to resolve issues and relay information, keeping a Player First mindset. All communications will be handled professionally and keep a Player First mindset, across all mediums used, which include but are not limited to chats, emails, and verbal communications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.
• Diagnose advanced technical issues regarding games, software, accounts, or purchases.
• Analyze problems reported by players to determine underlying issues.
• Provide resolutions to players based on escalation requests from Tier 1 agents.
• Determine validity for further case escalation to Tier 3 teams.
• Communicate with, make account changes for, and/or make purchase refunds for internal stakeholders when requested.
• Responsible for performing administrative tasks such as processing payment disputes, responding to billing emails, and maintaining internal issue reporting.
• Participate in training and development activities relating to the role.
• Act as a subject matter expert for assigned areas of knowledge.
• Interact and collaborate with various worldwide teams to solve problems, share information, and improve business processes.
• Provide case feedback on mishandled issues/improperly escalated tickets, as needed.
• Maintain expected levels of KPIs and adhere to new and established SLAs, as outlined by the Leadership team.
• Be an active participant in group meetings, calls, and/or events, oftentimes in meetings with multiple worldwide offices.
• Investigate and resolve issues pertaining to various areas of player accounts such as details, third-party account linking, game and purchase history, and in-game bans.
• Export a list of user-reported players, gather their account information, and send to the player safety team to be investigated and held accountable to our player Code of Conduct.
• Start, maintain, and implement projects as needed, utilizing project management skills and keeping Leadership informed throughout the process.
• Complete additional tasks as assigned by Leadership.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

ACCOUNTABILITY:
• Individual productivity metrics/KPIs
• Individual customer satisfaction score
• Individual quality and process adherence scores
• De-escalation or resolution of escalations

BUSINESS RELATED CONTACTS:
• External players
• Workforce Management team
• Social & Community teams
• E-Commerce & Fraud team

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual
• Analytical
• Problem Solving
• Project Management
• Technical Skills

Interpersonal
• Customer Service
• Interpersonal Skills
• Oral Communication
• Written Communication
• Teamwork
Organization
• Business Acumen
• Diversity
• Ethics
• Organizational Support

Self-Management
• Judgment
• Motivation
• Planning/Organizing
• Professionalism
• Quality
• Quantity
• Safety and Security
• Adaptability
• Attendance/Punctuality
• Dependability
• Initiative
• Innovation

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EXPERIENCE:
• Customer support/contact center experience.

LANGUAGE SKILLS:
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS:
• Work closely with spreadsheets and exported data.
• Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.
• Ability to perform these operations using units of various currencies, weight measurements, volume, and distance.

REASONING ABILITY:
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of:
• Internet Software
• Spreadsheet Software
• Project Management Software
• Other: Microsoft Office, SalesForce, & other internal tools

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit, talk, and listen.
• The employee must occasionally be required to lift and/or move from 10 pounds to up to 20 pounds.
• The special vision requirements for this position include Close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.
• This job requires a physical presence in office in accordance with current Ubisoft remote work policies
*Ubisoft has established a Hybrid office/remote work schedule effective as of 4-2-2022. Any changes to the remote work environment/hybrid work schedule will be clearly communicated during the hiring process or throughout employment once hired.

Jobcode: Reference SBJ-rj3k71-3-135-183-19-42 in your application.