Tier 2 Player Experience Interactions, Specialist

Job Description

Job Description
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
Qualifications
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.

Jobcode: Reference SBJ-vee36j-216-73-216-71-42 in your application.