Job description

Requirements

  • Entry level
  • No Education
  • Salary to negotiate
  • MORRISVILLE, UNITED STATES

Description

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

Status: Full-time / Permanent
Location: Must work in-office at Morrisville, NC, US location. No telecommuting. 
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
Pay Rate: $14.00 hourly, 40 hours per week

Start Date: May 6th
 
Under general supervision, in an in-bound web ticket and chat environment, Bi-Lingual Support Representatives will provide general customer service including but not limited to technical, payment, and account support. Bi-Lingual Support Representatives must provide professional and clear written communication in English and/or Spanish/Brazilian Portuguese. Bi-Lingual Support Representatives will also be responsible for utilizing translation software to assist customers as needed. Bi-Lingual Support Representatives are required to perform other work as necessary to ensure smooth operation of the team environment and department.

Qualifications: 
Minimum of 2 years of previous contact center experience 
Fluent in English, and Spanish or Brazilian Portuguese
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)
General Job Duties:
Switching between two support modalities (web mail and chat) as volume demand or staffing needs require as determined by leadership staff
Utilizing translation software as needed to resolve customer issues
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
Demonstrate 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

About the company

Ubisoft is a leading creator, publisher and distributor of interactive entertainment and services, with a rich portfolio of world-renowned brands. The teams throughout Ubisoft's worldwide network of studios and business offices are committed to delivering original and memorable gaming experiences across all popular platforms.

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