Job expirat
The IT Department of Ubisoft is currently seeking a full-time Front Desk Analyst. The Front Desk Team provides a single point of contact for all customer requests. The main focus of this position is to provide excellent customer service in a busy and challenging environment.
• Provide 1st line support answering support requests via emails and phone
• Maintain high degree of customer service for all support requests
• Take ownership of user problems and be proactive when dealing with user issue
• Make an initial assessment of requests, attempting to resolve them or refer them to monitoring and escalation procedures relative to the appropriate SLA
• Solve problem or answers user questions thanks to the use of the standard front desk procedures
• Test fixes to ensure the problem has been adequately resolved when possible
• Record and track incidents and complaints
• Follow cases with second and third line support
• Support customers in the use of IT support processes and tools (user portal, training guides, user interface, etc)
• Make sure tracking system contains all useful elements related to the user request, ensure all questions/issue are correctly logged into ticketing system, document all pertinent information
• Record, track and document the help desk request problem solving process, including all successful and unsuccessful decisions made, actions taken through to final resolution
• Identify problems, close incidents and confirm with the customers
• Good knowledge of English and French
• Strong written and oral communication skills.
• Previous first experience using IT applications is a plus
• Strong analytical skills
• Problem solving and questioning skills
• Persevering, autonomous
• Is able to multitask and perform on strict deadlines
• Professional working environment
• Career opportunities
• Motivating salary
• Project bonuses
• Meal tickets
• Medical services
• Gym and relaxing area
Ubisoft is one of the leading publishers of game software worldwide.
The industry definition of publisher includes three core activities: development (i.e. the creation of game software), publishing (i.e. the acquisition of rights to games and of external licenses as well as product marketing) and distribution (i.e. the physical delivery of the final product to all types of retailers).
Since it was founded in 1986, Ubisoft has gradually and successfully integrated these three core activities. The company now has development teams of exceptional quality, acknowledged expertise in marketing and global distribution channels, with offices in 22 different countries.
Around 2.000 employees all work toward a common goal: the creation of high-quality games for a growing and increasingly demanding audience of gamers.
