Specialist (remote)

4 weeks ago

Canada Ubisoft Entertainment Full time

Ubisoft’s 19,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassin’s Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown.
Job Description
Under direct supervision, Triage and Investigation Specialists provide real-time and asynchronous assistance to Player Services teams to facilitate efficient resolution of escalated support interactions and triage new issues through an ITIL Problem Management framework. Specialists must demonstrate strong subject matter expertise and attention to detail to ensure accurate communication of new issues and instructions to our partners in Player Services.
Core duties and responsibilities include the following. Other duties may be assigned.
Triage live escalation queries from Player Services teams to provide workarounds or resolutions in a professional and friendly manner and trigger subsequent problem or incident management processes
Collaborate closely with Live Operations teams in the CRC to provide and support problem resolution
Analyse player reports and identify underlying issues
Provide insight and support on processes within the ecosystem, including gaming industry knowledge
Provide constructive and timely feedback when gaps in knowledge have been identified, working closely with operations management
Create and manage internal knowledge base articles in response to escalation trends
Investigate challenging technical/connectivity/gameplay issues to provide solutions and quicker resolutions to our players
Maintain own expertise in relevant subjects, including but not limited to: e-commerce platforms and support, PC and console hardware and software troubleshooting, and network connectivity troubleshooting.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
ACCOUNTABILITY
Accuracy and speed of escalation assistance
Creation of internal knowledge base articles complying with content creation guidelines
Accurate, timely reporting of new incidents and problems
Process adherence
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical
Problem Solving
Technical Skills
Interpersonal
Customer Service
Interpersonal Skills
Oral Communication
Teamwork
Organization
Business Acumen
Diversity
Ethics
Organizational Support
Self-Management
Judgment
Motivation
Professionalism
Quality
Quantity
Safety and Security
Initiative
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EXPERIENCE
Two years customer support/contact center, or
One year customer support/contact center and ITIL Foundation (or higher) certification
LANGUAGE SKILLS
~ Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS
~ Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY
~ Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS
To perform this job successfully, an individual should have knowledge of:
Internet Software
Other: Microsoft Teams and Outlook, Salesforce, internal tools
Windows computer systems and software and hardware troubleshooting procedures
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an
Employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and occasionally required to talk or hear.
The special vision requirements for this position include: Close vision (clear vision at 20 inches or less).
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
This position can accommodate a hybrid work schedule. Exact remote time allowances and work policies will be determined by the employee’s local office.
Additional Information
All your information will be kept confidential according to EEO guidelines.
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