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Customer Support Representative
Ubisoft
Morrisville, NC, United States
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Company Description
Ubisoft is composed of over 14,000 talented people located in 5 continents across the globe. With more than 80% of our teams dedicated to creation, Ubisoft is the biggest in-house creative force in the industry.
The company’s 40+ different creative studios work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed®, Tom Clancy's Rainbow Six Siege®, Tom Clancy's The Division®, For Honor®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more.
With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.
Job Description
Ubisoft, a global leader in the video games and entertainment software industry, is currently seeking full-time, perm Support Representatives for our Customer Relationship Center in Morrisville, North Carolina.
Status:
Full-time / Permanent
Benefits: Comprehensive and competitive benefits package available (paid holidays, sick, vacation, pawternity, 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: December 10th or 17th
Shift openings(approximate times - can shift a little on either end):
• Shift 1: 9 AM – 9 PM open availability (8-hour shift within these hours)
• Shift 2: 12 PM – 9 PM
• Shift 3: 12 PM – 12 AM open availability(8-hour shift within these hours)
• Shift 4: 6 PM – 3 AM (includes added $1/hr differential after training)
REQUIRED- Please note which shift(s) you are available for in your cover letter or note to the hiring manager
Under general supervision, in an in-bound web ticket and chat environment, Support Representatives will provide general customer service 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.
Accounts Support Job Duties:
• 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
General Support Job Duties:
• Switching between two support modalities (web mail and chat) as volume demand or staffing needs require as determined by leadership staff
• 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
• 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
• 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 2 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)
Additional Information
All your information will be kept confidential according to EEO guidelines.