Player Experience Interactions Specialist

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.

Ubisoft is one of the largest independent games publisher in the world and we are serious about fun. We work in an ever evolving and competitive business and need to provide consumer support which engages and amazes our Players who are more connected to us than ever before. The Consumer Relationship Centre provides our players with an awesome experience at every point of contact. This multilingual centre manages interactions with players through a range of communication channels including webmail, community management, and social media. Working in close collaboration with the wider business it is a key driver to help us fulfill our mission:  to enrich players’ lives with unique and memorable gaming experiences, making better gaming happen.

Within the Community Support team, our role is to support our players over social media, whilst also triaging bugs, glitches and other issues, to enable business teams to act fast and create better player experiences.

Job Purpose:

Passionate about the player experience you’ll have a strong techncial aptitude and be solution focused.  

The Player Experience Interactions Specialist within the Community Support team, troubleshoots and resolves all player interactions across our social media channels, such as Discord and Twitter.

Acting with autonomy and creativity, Player Experience Interactions Specialists ensure every player contact is a positive experience and strengthens the Ubisoft relationship with its players.  

The Player Experience Interactions Specialist consistently looks for opportunities to improve the player experience by sharing player feedback and recommendations to internal Production & Business teams.

Mission:

• Provide exceptional customer service to our players by troubleshooting and resolving all technical issues.
• Demonstrate a deep knowledge of Ubisoft products and process.
• Take personal ownership and provide an exceptional player experience as measured through CSAT and internal SLAs.
• Support new projects and the wider business as and when required

Skills and Expertise

• Fluent English language skills spoken and written
• User-focused, passionate, solutions-focused, and innovative.
• Excellent written communication skills
• Strong technical ability– ability to troubleshoot effectively in a technical/PC/Gamer support environment.
• Adept with all social media platforms e.g. Facebook, Twitter, Discord, YouTube etc.
• An active gamer
• Strong organizational skills and attention to detail
• Strong interpersonal skills and desire to provide an excellent customer experience
• Ability to prioritize tasks and manage time effectively
• Deep knowledge of the gaming community and culture

Nice to Have Skills

• Technical or bachelor’s degree in a field related to design or computer science
• Experience in a customer-facing role
• Good spelling and grammar
• Quick thinker – work proactively
• Good communicator
• Team player
• Able to work on own initiative

The job will be located in Newcastle-upon-Tyne.

Benefits

With Ubisoft CRC, you will receive a competitive salary along with:

• Personal performance bonus
• Private Health Insurance (including eye care and dental)
• Life Assurance
• Long Term Disability Insurance
• Pension
• Significant discount on the world’s best video games
• Access to Ubisoft's back catalogue on PC

Perks:

• We work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space.
• A kitchen stocked with cereals, fruits, unlimited filtered water, teas, coffee
• Regular professional and social events
• Flexible working hours
• A casual dress code
• Fun, we like to work hard but have a laugh too!

Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players’ community.