Player Support Rep (Contract)

About the Employer
Company Description

Ubisoft is committed to enriching players’ lives with original & memorable gaming experiences. We are composed of over 18,000 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 & Customer Relationship Centers (CRCs) work each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. Whether you are working on a production team or working directly with our players, we all approach each day with a Player-First mindset to ensure winning solutions. While collaborating across teams and offices, you will the have opportunity to work closely with many of our 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.

Job Description

Want to be part of something bigger? Passionate about the idea of helping other gamers level up? Ready to enrich players’ lives with original and memorable gaming experiences? Then being a Player Support Rep is just the adventure for you! Player Support Reps provide customer support in an in-bound, live web-chat and email ticketing environment. In this role, support can range from account, general, and technical support issues. Additional duties include and are not limited to:

  • Address customer/player concerns and inquiries using available internal resources.
  • Diagnose technical issues regarding games or software and identify and/or escalate new issues following protocol.
  • Analyze customer/player reported problems to determine and eliminate underlying issues.
  • Interact with customers/players in a professional and friendly manner utilizing clear written communication and apply appropriate translation tools as necessary.
  • Redirect customers/players to other regional support or outside organizations when necessary.
  • Use a computer to accurately record customer/player interactions or support transactions.
  • Remain current in the field by acquiring game information, latest patch information, and industry related news which impacts support.
  • Actively participate in training and development activities.
  • Act as a subject matter expert for assigned areas of knowledge.
  • Interact with various teams professionally and efficiently to solve problems or share information.
  • Complete tasks as assigned by supervisory staff.
  • Create winning experiences for Ubisoft customers/players.

Location: Cary, NC * This role begins remotely, and will potentially work in the Cary, NC office; qualified candidates should be able to work BOTH remotely and onsite *

Status: Contract * Projected end date is subject to change based on business needs*

Salary: $13.00/hour to start through first 30 days of training & nesting
​ $14.50/hour after successful completion of the nesting program
​ $15.00/hour for any contract past 6 months
(Additional $2.50/hour for work between 12am-3am)

Core Hours: We are open from 9am- 3am, 7 days a week *Weekend availability & schedule flexibility a MUST*

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/laptop and reliable internet services
  • Availability to work onsite in our Cary, NC office
  • Availability to work a flexible schedule (varying days and hours)
  • Knowledge and understanding of customer service principles and best practices
  • Experience with Salesforce and/or gaming platforms and industry a PLUS
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.