The Customer Experience Team is the first point of contact for Unity users who need help and guidance. As a Customer Experience Specialist, you will be key in supporting our global users with their non technical questions, focusing on services related to the Unity Asset Store, Digital Twin products and Professional Artistry.
As a member of the team, you will be responsible for answering complex service requests and live chats, alongside article creation for our Self Serve offering. This requires the need for deep product knowledge, enhanced problem solving capabilities and an understanding of backend system use.
As well as supporting customers in an empathetic manner, we work closely with other Unity teams including Customer Experience Advisors, product functions, and internal developers to proactively provide feedback and resolve issues, whilst putting our user’s first.
Training in our service processes will be provided at the start of this permanent position. We will also invest in training to support your professional growth throughout your employment.
Our Team places importance on kindness and inclusion as our central values.
What you’ll be doing
Answering user questions on product service areas with clarity and empathy, in a timely manner via Email and Live Chat
Writing and maintaining articles for our Knowledge Base to enables our users to self-serve
Maintaining a high standard of quality to ensure customer satisfaction and efficiency in resolution time
Be the voice of our customers! Work with internal stakeholders to improve product offerings through identifying and providing feedback customer pain points
What we’re looking for
Experience in a front line customer service role, where understanding of technical terminologies and product features was necessary
Excellent written and spoken English
A love of learning, as we work in a fast-paced environment with lots of changes
You might also have
Experience of different support software - Email, Live Chat, and/or Ticketing systems e.g. Zendesk, Service Now,
Understanding of IT system fundamentals and networking terminologies
Familiarity with 3D Model software - eg. Autodesk Maya, Revit
Relocation support is not available for this position.
Immigration - Work visa/immigration sponsorship is not available for this position.
Life at Unity
Unity (NYSE: U) is the world’s leading platform for creating and operating real-time 3D (RT3D) content. Creators, ranging from game developers to artists, architects, automotive designers, filmmakers, and others, use Unity to make their imaginations come to life. Unity is the foundation upon which the world’s most powerful digital content is created. Specifically, Unity’s platform provides a comprehensive set of software solutions to create, run and monetize interactive, real-time 2D and 3D content for mobile phones, tablets, PCs, consoles, and augmented and virtual reality devices.
In the fourth quarter of 2022, more than 70% of the top 1000 mobile games were made with Unity as derived from a blended number of the top 1000 games in the Google Play Store and Apple App Store. In 2022, Made with Unity Applications had more than 4 billion downloads per month. For more information, please visit www.unity.com.
Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, disability, gender, or any other protected status in accordance with applicable law. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.
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