Company Description Opened in October 2011, Ubisoft Abu Dhabi is one of the first major video game studios based in the UAE capital and is focusing on developing and bringing to market successful mobile games for a worldwide audience.
Ubisoft Abu Dhabi successfully released two hidden-object / investigation free-to-play mobile titles: CSI: Hidden Crimes™ and NCIS: Hidden Crimes™, both based on the worldwide known TV shows of the same name. With the acquisition in February 2017 of the massive multiplayer free-to-play game Growtopia, the studio works on the title’s live operations.
The team keeps focusing its efforts on creating further content for its live games and strengthening its player’s engagement in addition to work on other unannounced projects. Job Description
Ubisoft Abu Dhabi is seeking a customer support specialist who would be in charge of answering to players’ queries and also helping towards the community management tasks for our games.
Key Responsibilities: - Provide first class support to customers via ticketing system
- Answer players queries in a clear and concise manner
- Work with our QA department to make sure players’ bugs are addressed in a timely manner
- Provide support for in game moderation
- Diagnose and troubleshoot customer technical problems
- Investigate and resolve customer accounts and billing issues
- Help defining and implementing a clear CRM strategy and create a clear and friendly ‘voice’ to communicate with the community
- Ensure customer input is communicated & answered to via proper channels (bugs, feature requests, etc.)
- Know the games inside out to ensure all players queries are addressed appropriately
- Follow up on store reviews and reply to them
- Create and send appropriate reports based on customer support feedbacks /community and store feedbacks
- Ability to constantly monitor the community + handle crisis effectively
Key Requirements: - Avid social / mobile games player
- Strong understanding of community development & management.
- Good knowledge of media and market trends
- Good knowledge & practice of social networking sites
- Outstanding customer service skills
- Should be native or fluent in English (especially written)
- Excellent verbal and written communication skills
- Experience in QA is a plus
- Must be able to work weekend shift
Qualifications
- 1 year in a similar role with at least 6 months spent in customer support or community management for a F2P game
- A Bachelor’s degree or any other relevant training or equivalent
Additional Information We are a multicultural team with 26 nationalities in 60 people. 100% of our teams are expats and we offer end to end relocation to UAE for self and family plus some exciting benefits and perks.
To all recruitment agencies: Ubisoft does not accept agency resumes. Please do not forward resumes to our jobs alias, Ubisoft employees or any other company location. Ubisoft is not responsible for any fees related to unsolicited resumes.
