This job has expired, please see additional jobs below
Bilingual (French) Social Media Support Representative
Ubisoft
Morrisville, NC, United States
Job Details - this job has expired, please see similar jobs below
Job Description
Ubisoft, a global leader in the video games and entertainment software industry, is currently seeking a full-time, permanent Bilingual (French) Social Media Support Representative for its Morrisville, NC Customer Relationship Center. This individual will provide general customer service in a social media environment included but not limited to technical, payment, and account support. Support must be provided professionally and personally utilizing clear written communication. Support representatives are required to perform other work as necessary to ensure smooth operation of the team environment and department.
Core Hours: 12pm-9pm, weekends required
Core Responsibilities:
• Switch between three support modalities (Facebook, Twitter, Forums) to meet volume or coverage needs as determined by leadership staff.
• Support marketing initiatives in cooperation with colleagues and leadership from Ubi Canada.
• Address customer concerns and inquiries by interacting in a professional and friendly manner.
• Analyze customer-reported problems to identify and resolve underlying issues.
• Diagnose technical issues regarding game or client installation.
• Use provided resources to research customer issues.
• Provide payment support for customers of the Ubisoft online Store.
• Identify and escalate new issues per specified protocol.
• Where appropriate, redirect customers to other regional support or external organizations.
• Use a computer to accurately document customer interactions and support transactions.
• Think creatively to resolve customer issues.
• Organize and communicate information effectively with colleagues.
• Remain informed 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 external teams, when appropriate, professionally and efficiently to solve problems or share information.
• Complete tasks as assigned by supervisory staff
Qualifications
Language Skills: Bilingual fluency in written English and French (Quebecois dialect preferred).
Working Conditions: Ability to sit for extended periods of time
Qualifications:
• Strong familiarity with social media channels
• Ability to write clearly and accurately, following conventional rules for grammar, mechanics, and spelling.
• Demonstrated typing efficiency and accuracy.
• Proficiency with standard productivity applications on PC.
• Knowledge of computer systems, networking, and gaming platforms.
• Familiarity with customer service best practices and core values.
Personal Skills:
• Reliable and punctual; follows established attendance policies.
• Quickly and effectively adapts to change while maintaining professional attitude.
• Self-directed focus to accomplish desired outcomes on schedule.
• Interacts with colleagues and customers in a manner which instills confidence in the organization.
• Accepts, provides, and seeks feedback in a professional and courteous manner.
• Nurtures 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; works effectively with individuals from similar or dissimilar backgrounds
• Imposes high standards for success on self, rather than having standards imposed by others.
• Maintains integrity of performance under pressure or change.
• 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.
Additional Information
All your information will be kept confidential according to EEO guidelines.