Company Description

Ubisoft is composed of over 17,000 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

Under general supervision, in an email and chat ticket environment, this role’s primary function will provide customer support focused on account-related issues. Support must be provided professionally and personally utilizing clear written communication. This role will begin remotely unless otherwise communicated.

Status: Seasonal Contract (30-40 hours per week)

Core Hours: Each shift is an opportunity to work an assortment of hours within that shift’s range, 30-40 hours per week.

Shift 1: 9am-6pm (Weekend availability required)
Shift 2: 11am-10pm (Weekend availability required)
Shift 3: 1pm-12am (Weekend availability required)
Shift 4: 3pm-2am
Shift 5: 6pm-3am

Qualifications

1+ years of customer support/contact center experience or
2 years of customer service/retail experience
Availability to work from home with own PC/MAC and secured Internet connection
Availability to work a flexible schedule (varying days and hours)
Knowledge and understanding of customer service principles and best practices
Ability to sit for extended periods of time
Experience with Salesforce and/or gaming platforms/industry a plus

Essential Duties and Responsibilities: Core duties and responsibilities include the following. Other duties may be assigned.

Address customer concerns and inquiries via webmail using available internal resources such as Gamebase, FAQ’s and other relevant communicated items
Identify and escalate new issues following protocol
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
Redirect customers to other regional support or outside organizations when necessary
Accurately record customer interactions or support transactions as directed
Remain informed of relevant information by reading emails and following Teams notices
Participate in training and development activities
Interact with various teams professionally and efficiently to solve problems or share information
Complete tasks as assigned by supervisory staff

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.