Job Summary:
- Be the conduit between frontline call centre agents and a wide range of stakeholders for SQUARE ENIX’s full range of services with a focus on MMOs, PC, console and mobile games and eStore.
- Ensure superior quality of service by monitoring the European Customer Support frontline team performance and participating in improving our processes and player experience.
Requirements
Key Deliverables:
Support and monitor outsource agents in their daily tasks via email & instant messaging
- Assist offsite support team with issues related to full range of SQUARE ENIX products for PC, Consoles and Mobile with primary focus on FFXIV, SQUARE ENIX Account, SQUARE ENIX Members and eStore
- Identify & explain account status and billing related issues
- Assess & troubleshoot technical issues
- Monitor contact trends across various products to detect and highlight potential support issues and customer pain points
- Liaise with offsite call centre team supervisors on a daily basis to ensure their support needs are met
Daily Tasks, Internal Tools & Procedures
- Monitor escalation boards and suspend queues, for outstanding cases and respond as necessary
- Generate reports highlighting noteworthy product issues
- Escalations – track cases to ensure investigations are completed in a timely manner and follow up with relevant stakeholders as needed
- Provide continuous feedback and suggestions about CS tools and existing policies & procedures to maintain improvement
- Organise and continually update internal Wiki and response libraries with new information as it becomes available
- Pinpoint and keep track of known & hot issues and add relevant information to Excel, SharePoint and Jira tracking lists
- SQUARE ENIX title knowledge – play and research SQUARE ENIX titles to ensure good working knowledge, check internet forums and game sites to learn of issues faced by users
- Forum/Game moderation & support – monitor official FFXI/XIV technical support forums for support requests or moderation and provide assistance
Edit and proofread texts to ensure content is up to date, accurate and grammatically perfect
- Knowledgebase articles for Support Centre website
- Chat and email templates
- Community team topics, mail outs and notices
- Official websites
Key Stakeholders:
European Customer Support Director, Support Centre Senior Manager, Support Centre Manager, Senior Support Centre Operators, Frontline Support Centre Agents, Game Master Team, Operations Support Group, Community Teams
Knowledge & Experience:
Essential:
- High standard of written English and German
- Active interest in video games
- Strong desire to provide an outstanding customer experience
Desirable:
- Japanese language proficiency
- Experience in call centre or customer service environment and knowledge of Customer Support platforms
- Experience of working in an MMO and/or video games support environment
- Experience in community management or public relations
Competencies, Skills & Attributes:
Essential:
- Proficient with Microsoft Office (particularly Outlook and Excel), PCs, gaming technology and software and ability to learn new programs and tools quickly
- Excellent communication skills (verbal and written skills) with high level of empathy and diplomacy
- Team player while remaining proactive and willing to work off own initiative
- Organised and able to track dozens of ongoing or static email threads and follow up on them where and when necessary
- Able to adhere to set policies & procedures
- Operate efficiently under pressure
- Meticulous attention to detail
- Able to analyse and draw conclusions from large volumes of data to identify key trends
Desirable:
- MS SharePoint, Confluence or Jira knowledge
- PC technical troubleshooting knowledge
- Basic grasp of HTML
Other:
Desirable:
- Knowledge and interest in games and IT
Our goal at Square Enix is to hire, retain, develop and promote the best talent, regardless of age, gender, race, religious, belief, sexual orientation or physical ability.
Our pledge to D&I
At Square Enix we believe in the importance of being a diverse and global company, and we stand firmly together against any forms of injustice, intolerance, harassment or discrimination. In our effort to create a truly diverse workforce, we pledge to continue to raise awareness in every step of the employee experience, from recruitment to promotions to ensure equal opportunities for all. One of our goals is to champion diversity in games and at work and work together to inspire real change.
Learning and education around D&I will be a key element for us to continue to grow as an organization. With unconscious bias training, D&I workshops and a variety of initiatives to give our employees the opportunity to be heard and be part of that change to achieve real equality. We need all our efforts to continue to build our culture of inclusion and equality.
We are also proud to partner with UKIE's Raise the Game pledge, BAME in Games and Women in Games, to name a few.
Hybrid Working Policy
Square Enix is pleased to be an employer that offers flexibility within the workplace.
We have a hybrid working policy which allows employees to work from the comfort of their home, three days per week, and in our amazing Blackfriars office for the other two.
Or, if being in the Office is your preference, you can choose three days working from our office and two days working from home. The choice is yours!
