Job Description
STATUS: Full-time / Permanent
BENEFITS: Comprehensive and competitive benefits package available (paid holidays, sick, vacation, _paw_ternity, and volunteer days, medical, dental, vision, disability, 401k, fitness and tuition reimbursement)
CORE HOURS: 8-hour shifts (flexibility needed), WEEKEND AVAILABILITY REQUIRED
LOCATION: Must work within Morrisville, NC office (no telecommuting)
PAY RATE: $14.00 hourly, 40 hours per week
START DATE: May 6th
Under general supervision, in an in-bound web ticket and chat environment, Bi-Lingual Support Representatives will provide general customer service including but not limited to technical, payment, and account support. Bi-Lingual Support Representatives must provide professional and clear written communication in English and/or Spanish/Brazilian Portuguese. Bi-Lingual Support Representatives will also be responsible for utilizing translation software to assist customers as needed. Bi-Lingual Support Representatives are required to perform other work as necessary to ensure smooth operation of the team environment and department.
GENERAL JOB DUTIES:
- Switching between two support modalities (web mail and chat) as volume demand or staffing needs require as determined by leadership staff
- Utilizing translation software as needed to resolve customer issues
- Address customer concerns, inquiries by interactions in a professional and friendly manner
- Analyze customer reported problems to eliminate and determine underlying issues
- Diagnose technical issues regarding game or client installation
- Use provided resources to research customer issues
- Provide payment support for Ubisoft’s direct customers
- Identify and escalate new issues per specified protocol
- Where appropriate, redirect customers to other regional support or outside organizations
- Use a computer to accurately record customer interactions or support transactions
- Think creatively to resolve customer issues
- Interact by organizing information and communicating effectively
- Remain current in the field by acquiring game information, latest patch information, and industry related news which impacts support
- Participate in training and development activities
- Act as a subject matter expert for assigned areas of knowledge
- Interact with outside teams, when appropriate, professionally and efficiently to solve problems or share information
- Complete tasks as assigned by supervisory staff
REQUIRED KNOWLEDGE:
- Ability to write clearly and accurately following conventional rules for grammar, mechanics, and spelling
- Demonstrate 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
- 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