Job Description

Under general supervision, within an in-bound live webchat and email ticket environment, Player Experience Interactions Agents will provide customer support including but not limited to account, eCommerce, general, and technical support. Support must be provided professionally and personally, utilizing clear written communication and will apply appropriate translation tools, as necessary. Player Experience Interactions Agents are required to perform other work as necessary to ensure smooth operation of the team environment and department.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following:

• Address customer concerns and inquiries using available internal resources.
• Identify and escalate new issues following protocol.
• Diagnose technical issues regarding games, purchases, or software.
• Analyze customer reported problems to determine and eliminate underlying issues.
• Interact with customers in a professional and friendly manner.
• Communicate effectively in an organized manner.
• Ability to switch between two support modalities (live webchat and emails) as volume demand or staffing needs require.
• Use a computer and accompanying software to accurately record customer interactions or support transactions.
• 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 various teams professionally and efficiently to solve problems or share information.
• Complete tasks as assigned by supervisory staff.
• Other duties may be assigned.

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.

EDUCATION:

• High school diploma or general education degree (GED).

EXPERIENCE:

• One-year customer support/contact center, or Two years customer service/retail environment

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.
• Ability to use internal translation tool between Portuguese/Spanish/French and English.

MATHEMATICAL SKILLS:

• 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 American money and weight measurement, volume, and distance.

REASONING ABILITY:

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

COMPUTER SKILLS:

• Internet Software
• Email, Microsoft Teams, Salesforce, internal tools

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is regularly required to sit and occasionally required to talk or hear.
• The special vision requirements for this position include: Close vision (clear vision at 20 inches or less).

Additional Information

Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status.

Skills and competencies show up in different forms and can be based on different experiences, that's why we strongly encourage you to apply even though you may not have all the requirements listed above.

At Ubisoft, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences.

*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.