Job Summary:
1. 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.
2. 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
3. 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
4. Identify & explain account status and billing related issues
5. Assess & troubleshoot technical issues
6. Monitor contact trends across various products to detect and highlight potential support issues and customer pain points
7. Liaise with offsite call centre team supervisors on a daily basis to ensure their support needs are met
Daily Tasks, Internal Tools & Procedures
8. Monitor escalation boards and suspend queues, for outstanding cases and respond as necessary
9. Generate reports highlighting noteworthy product issues
10. Escalations – track cases to ensure investigations are completed in a timely manner and follow up with relevant stakeholders as needed
11. Provide continuous feedback and suggestions about CS tools and existing policies & procedures to maintain improvement
12. Organise and continually update internal Wiki and response libraries with new information as it becomes available
13. Pinpoint and keep track of known & hot issues and add relevant information to Excel, SharePoint and Jira tracking lists
14. 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
15. 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
16. Knowledgebase articles for Support Centre website
17. Chat and email templates
18. Community team topics, mail outs and notices
19. 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:
20. High standard of written English and German
21. Active interest in video games
22. Strong desire to provide an outstanding customer experience
Desirable:
23. Japanese language proficiency
24. Experience in call centre or customer service environment and knowledge of Customer Support platforms
25. Experience of working in an MMO and/or video games support environment
26. Experience in community management or public relations
Competencies, Skills & Attributes:
Essential:
27. Proficient with Microsoft Office (particularly Outlook and Excel), PCs, gaming technology and software and ability to learn new programs and tools quickly
28. Excellent communication skills (verbal and written skills) with high level of empathy and diplomacy
29. Team player while remaining proactive and willing to work off own initiative
30. Organised and able to track dozens of ongoing or static email threads and follow up on them where and when necessary
31. Able to adhere to set policies & procedures
32. Operate efficiently under pressure
33. Meticulous attention to detail
34. Able to analyse and draw conclusions from large volumes of data to identify key trends
Desirable:
35. MS SharePoint, Confluence or Jira knowledge
36. PC technical troubleshooting knowledge
37. Basic grasp of HTML
Other:
Desirable:
38. 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.