Description
Job Summary
Provide senior level and superior quality of service for Square Enix’s full range of services with a focus on MMOs, PC, console and mobile games, in support of the front line call centre team.
Key Deliverables
Support and monitor outsource agents in their daily tasks via email & instant messages
- Assist offsite support team with issues related to full range of SQUARE ENIX products for PC, Consoles and Mobile with primary focus on FFXIV, SQUARE ENIX Account and SQUARE ENIX Members
- Understand & explain account status and billing related issues
- Assess & troubleshoot technical issues
- Monitor daily, weekly and monthly contact trends across various products to identify and highlight potential support issues and customer pain points
- Liaise with offsite call centre team supervisors on a daily basis to ensure their support needs are met
Daily Tasks, Internal Tools & Procedures
- Monitor escalation boards and suspend queues, for outstanding cases and respond as necessary
- Generate weekly and monthly reports highlighting noteworthy product issues
- Mobile Support – track and follow up escalated cases with relevant stakeholders
- Escalations – track cases to ensure investigations are completed in a timely manner
- Forum/Game moderation & support – monitor official FFXI/XIV DE technical support forums for support requests or moderation and provide assistance
- Provide continual feedback and suggestions on CS tools and existing policy & procedures to maintain improvement
- Organise and continually update internal Wiki and response libraries with new information as it becomes available
- Identify and keep track of known & hot issues and add relevant information to Excel and SharePoint tracking lists
- Monitor and proofread official websites to ensure content is up to date, accurate and that sites are grammatically perfect
- SQUARE ENIX title knowledge – play and research SE titles to ensure good working knowledge prior to & during launch, check internet forums and game sites to learn of issues faced by users
Translation of texts (from English to German)
- Knowledgebase articles for Support Centre website
- Chat and email templates
- Community team translation requests – topics, FFXI/FFXIV site translations, mail outs and notices
Key Stakeholders
Reports to
- European Customer Support Director
- Support Centre Manager
- Support Centre Assistant Manager
- Senior Support Centre Operators
- Outsource Support Centre Agents
- Game Master Team
- Community Team
Requirements
Knowledge and Experience
Essential
- Bilingual in English and German
- Active interest in video games
- A strong desire to provide an outstanding customer experience
Desirable
- Experience in call centre or customer service environment
- Additional European language
- Japanese language proficiency
- Experience of working in an MMO and/or video games support environment
Competencies, Skills and Attributes
Essential
- Proficient with Microsoft Office (particularly Outlook and Excel), PCs, gaming technology and software and ability to learn new programs and tools quickly
- Able to analyse and draw conclusions from large volumes of data to identify key trends
- Work in a structured fashion to track dozens of ongoing or static email threads and follow up on them where and when necessary
- Excellent communication skills (verbal and written skills)
- Strong sense of customer service
- Team player while remaining proactive and willing to work off own initiative
Desirable
- MS SharePoint, Confluence or Jira knowledge
- PC technical troubleshooting knowledge
- Basic grasp of HTML
Other
- Well organised and able to adhere to set policy & procedure
- Operate efficiently under pressure
- Meticulous attention to detail
- Knowledge and interest in games and IT
Investigative, confident, initiative taker who will ensure all issues are followed up on and resolved with the confidence to work with a variety of key stakeholders across the company
Please note that Square Enix does not accept speculative candidate submissions from recruitment agencies.
