Tier 2 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.

The Tier 2 Player Experience Interactions Specialist plays a vital role in supporting players by resolving more complex issues that go beyond the capabilities of the first-level support team. This position focuses on delivering excellent service, using technical knowledge to troubleshoot problems, and following best practices in customer support and IT service management. 

As a key escalation point, the Specialist ensures that player concerns are addressed thoroughly and efficiently. They work closely with teams across different departments and regions, helping to improve support processes and tools while keeping the player’s experience at the center of everything they do. 

This role involves handling a wide range of support topics—from technical issues and account concerns to billing and safety matters—across multiple communication channels. The Specialist also contributes to training, documentation, and quality assurance efforts, helping to build a stronger, more consistent support experience for all players. 

Essential Duties and Responsibilities: 

Incident & Service Request Management (ITIL-aligned): 

• Triage, investigate, and resolve complex service requests escalated from Tier 1. 

• Apply root cause analysis and troubleshooting methods to restore normal service operation as quickly as possible, when applicable 

• Accurately categorize, document, and resolve issues using internal case management systems. 

• Escalate unresolved or complex cases to Tier 3 or specialist teams, ensuring proper documentation and impact analysis. 

Technical & Account Issue Resolution: 

• Diagnose advanced technical problems related to Ubisoft games, platforms, third-party integrations, and player accounts. 

• Handle e-commerce concerns including refunds, chargebacks, purchase errors, and subscription management in accordance with policies. 

• Investigate account integrity concerns (e.g., bans, compromised accounts, linked third-party accounts). 

Knowledge & Quality Management: 

• Serve as a subject matter expert for assigned games or issue areas; identify and document known errors and recurring incidents. 

• Provide feedback on knowledge gaps and contribute to the continuous improvement of knowledge articles, process documentation, and SOPs. 

• Provide developmental feedback on mis escalation cases for Tier 1 

• Ensure high-quality case handling and compliance with internal quality assurance standards. 

Collaboration & Continual Improvement: 

• Work collaboratively with global teams to share findings, trends, and recommend improvements. 

• Participate in problem reviews, post-incident analysis, and process optimization initiatives. 

• Propose and assist in implementing improvements to tools, processes, and workflows in alignment with ITIL Continual Improvement principles. 

Operational Excellence: 

• Consistently meet or exceed established KPIs, including SLA adherence, CSAT, QA scores, and resolution time. 

• Complete administrative tasks such as billing queries, fraud investigation support, and player safety referrals. 

• Engage in project-based work as assigned, applying project management best practices and regular status updates. 

Team Engagement & Communication: 

• Actively participate in global team calls, knowledge-sharing sessions, and training initiatives. 

• Deliver constructive feedback to Tier 1 teams when escalations are mishandled or misrouted, promoting a feedback-driven support culture. 

• Communicate effectively with both players and internal stakeholders to maintain trust and transparency. 

Supervisory Responsibilities 

This role does not have direct supervisory responsibilities but may mentor Tier 1 agents and provide guidance on escalated matters. 

Performance Measures (Accountability) 

• Individual SLA Adherence (Time to Resolve, First Response Time) 

• Tier 2 Case Quality and QA Scores 

• Customer Satisfaction (CSAT) 

• Re-escalation or Deflection Rates 

• Knowledge Contribution and Usage 

• Incident/Request Handling Accuracy 

• Participation in Process Improvement Initiatives 

COMPETENCIES: 

To perform the job successfully, an individual should demonstrate the following competencies: 

Intellectual 

• Analytical 

• Problem Solving 

• Technical Skills 

Interpersonal 

• Interpersonal Skills  

• Oral Communication 

• Written Communication 

• Teamwork 

Organization 

• Business Acumen 

• Cost Consciousness  

• Diversity  

• Ethics  

• Organizational Support  

• Initiative  

Self-Management 

• Judgment  

• Motivation  

• Planning/Organizing  

• Professionalism  

• Quality  

• Quantity  

• Safety and Security  

• Adaptability  

• Attendance/Punctuality 

• Dependability