Under supervision of the Team Lead, Player Engagement, the Specialist, Player Engagement is responsible for the direction, planning, and quality of public-facing social media content, both visual and written, with the aim of providing players with world-class support. This role is responsible for research and reporting initiatives that will inform and empower management to take appropriate steps to mitigate risks, and promote self-service. In collaboration with other members of the Player Engagement team, the Specialist will spearhead collaboration with internal business teams on support-related initiatives and projects and will provide regular reports and recommendations related thereto. This role provides guidance and leadership to other members of the Player Engagement Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

• Manage branding for the Ubisoft Support social media pages and forums by creating assets when necessary, and working with community and production teams to acquire assets and assure adherence to branding guidelines.
• Create and maintain robust content guidelines to ensure the quality of all content.
• Create and maintain content for various knowledge base repositories with a focus on social team processes and social content.
• Conduct competitive analyses as needed.
• Complete quality checks on social team members on a regular basis, and provide in-depth, actionable feedback to promote improvement when appropriate.
• Collaborate with training and social lead on materials surrounding social processes to ensure proper agent education.
• Act as SME and senior member of Player Engagement Team, assisting other members and representing the social team to stakeholders across the organization.
• Champion organizational projects, initiatives, and strategies.
• Drive continuous improvement in processes and systems within the department.
• Play an active role in onboarding new team members by providing institutional knowledge, owns mentoring, and providing guidance to both new and current team members.
• Takes a leadership role in leading the team in company initiatives.
• Strive to continually develop skillset and ensure adherence to contemporary and forward-thinking best practices.
• Collaborate with management in coordinating departmental activities and events.
• Interact with players in retail spaces (Best Buy, Target, Game Stop and Amazon) answering questions that determine purchases.
• Answering negative reviews in retail spaces (Steam and Meta) to provide troubleshooting and report bugs to development teams.
• Provide backup on support channels (Discord and Twitter) as volume demand or staffing needs require.

SUPERVISORY RESPONSIBILITIES: 

This job has no supervisory responsibilities.

COMPETENCIES:

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

Intellectual

• Analytical
• Design
• Problem Solving
• Technical Skills

Interpersonal

• Oral Communication
• Written Communication
• Teamwork

Organization

• Business Acumen
• Cost Consciousness
• Ethics
• Organizational Support
• Self-Management
• Planning/Organizing
• Professionalism
• Quality
• Quantity
• Adaptability
• Attendance/Punctuality
• Dependability
• Initiative
• Innovation

ACCOUNTABILITY:

• Quality of public facing content

BUSINESS RELATED CONTACTS:

• NCL CRC Player Engagement
• Community teams
• IT
• Triage & Investigation
• Vender Operations

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. Minimal travel is anticipated for this role as requested by supervisory staff. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION:

• Bachelor's degree from four-year college or university, or
• Two years equivalent/applicable experience in addition to experience requirement

EXPERIENCE:

• Minimum two years of experience in a specialized customer service position
• The ability to write, structure, and present technical content for clarity and accessibility
• Familiarity with generalized customer support and troubleshooting processes

LANGUAGE SKILLS:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

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:

• Word Processing Software
• Database Software
• Development Software
• Internet Software
• Spreadsheet Software
• Design Software (Canva and Photoshop)
• Other: Salesforce, Jira, SharePoint, Confluence, Adobe Creative Cloud

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.

Ubisoft is composed of over 19,000 talented people located in 45+ development studios and offices across the globe. With more than 80% of our teams dedicated to creation, Ubisoft is the biggest in-house creative force in the industry. 

Ubisoft’s worldwide network of video game development studios and business offices 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. Ubisoft is a global leader in the video games and entertainment software industry. 

We are committed to enriching player’s lives with original and memorable gaming experiences. We create worlds where people can express themselves, explore and discover new possibilities. 

We are working to enrich players’ lives through unique and memorable gaming experiences and by improving the positive impacts of our games. To get there, we are creating a safer, more inclusive work environment, we are giving back to the communities where Ubisoft operates by working with local non-profit partners and by working to reduce the environmental impact of our business  

Are you looking to work with enthusiastic experts who are tackling game-changing challenges in entertainment and beyond? At Ubisoft, we offer an open environment where bright ideas are given a chance to shine, and everyone is eager to share knowledge. 

Skills and competencies show up in different forms and can be based on different experiences, that's why we strongly encourage you to apply even though you may not have all the requirements listed above. 

At Ubisoft, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences. 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. 

Take entertainment to the next level. Join us and create the unknown. 
 
We do not accept any unsolicited resumes submitted by staffing or placement agencies or recruiters.