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  

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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION: 

• High school diploma or general education degree (GED) 

EXPERIENCE: 

• Two years' workforce management, or 

• Four years’ customer support/contact center leadership, or 

• Other relevant industry experience 

LANGUAGE SKILLS: 

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. 

MATHEMATICAL SKILLS: 

• Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. 

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: 

• Spreadsheet software (Excel, intermediate to expert level) 

• Workforce management software 

• Word processing software 

• Internet browser software 

• Other: Outlook, MS Teams, Salesforce 

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by a candidate 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 has established a Hybrid office/remote work schedule. Any changes to the remote work environment/hybrid work schedule will be clearly communicated during the hiring process or throughout employment once hired.   

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.