company_logo

Full Time Job

Application Specialist

Ubisoft

Montreal, QC 06-04-2024
 
  • Paid
  • Full Time
Job Description
Application Specialist (Support)

Ubisoft's 20,000 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.

Job Description

As the Application Specialist are part of the Ecommerce LiveOps team, you'll provide technical and functional support for the applications within the E-commerce ecosystem. You will also be responsible for the tracking of incidents and the follow-up of internal stakeholder requests. You monitor the health of the applications the team supports, while taking all the necessary actions to resolve issues in a timely manner and with a sense of urgency.

Responsibilities
• Provide first and second level support for E-commerce applications, particularly on the scope of the front-end store.
• Identify, research, troubleshoot, and resolve technical and functional issues by collaborating with development and cross-functional product teams.
• Respond to stakeholder requests by utilizing various communication channels such as ticketing systems, email and Microsoft teams.
• Monitor the health of the E-commerce system in real-time to detect issues early.
• Offer a high level of customer service to stakeholders with various degrees of technical proficiency and detailed communication as well as follow up with them to ensure their satisfaction.
• Document, dispatch and escalate requests to 3rd and 4th level support when necessary.
• Monitor targets to ensure that incidents are resolved within the Live Ops support Service Level Agreement guidelines (SLA).
• Send global communications to stakeholders informing them of incident status and/or to provide recap of investigation with the root cause analysis, the fix, and preventative measures.
• Work directly with 3rd party application support teams to troubleshoot technical bugs.
• Participate in on call support outside of normal business hours (overtime compensated).

Qualifications
• Experience a technical support analyst or application specialist in a customer service driven environment.
• E-commerce experience - having worked with Purchase order systems (PoS) and specifically Salesforce Commerce Cloud is considered a strong asset.
• Good communication skills, verbally and written, demonstrated by your ability to simplify complex information to different stakeholders.
• Having Experience in IT with Agile methodologies and/or IT Projects working alongside Developers and product teams
• Experience with ticketing systems and project management tools like Jira, ServiceNow and/or Confluence

Jobcode: Reference SBJ-gx0ooo-100-28-227-63-42 in your application.

Company Profile
Ubisoft

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