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.

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 French
• 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!

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Job Summary:

A new and exciting opportunity has arisen at Square Enix UK, with the current expansion we are currently looking for a Game Master fluent in German language to provide superior in-game quality of service and support to our online players of FINAL FANTASY XI & XIV, using our in-house communication tools. If you speak German fluently, please apply as we are assessing all candidates for the role, with and without experience of playing FFXIV. This vacancy is available on a 12 months fixed term contract.

Key Deliverables:

• Answer players’ in-game questions & requests in English and German
• Record and tally up enquiries
• Translation of texts (from English to German)
• Monitor and moderate official forums

Key Stakeholders:

European Game Master Manager, European Customer Support Director, C&S Team

Knowledge & Experience:

Essential:

• Knowledge and interest in games and IT hardware
• Bilingual in English and German

Desirable:

• Previous Game Master/MMORPG experience
• Experience in call centre or customer service working environment
• French or Japanese language proficiency

Competencies, Skills & Attributes:

Essential:

• Microsoft Office
• Gaming technology and software
• Interest in Gaming (can be taught)

Other:

• Excellent communication skills (verbal and written skills)
• Strong sense of customer service
• Meticulous attention to detail
• Flexible (role is shift based)
• Well organised and able to adhere to set policy & procedures
• Operate efficiently under pressure

Please note that Square Enix does not accept speculative candidate submissions from recruitment agencies.

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!

See more jobs at Square Enix

Apply for this job

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.

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!

See more jobs at Square Enix

Apply for this job

Job Summary:

Square Enix is a publisher of entertainment contents, primarily known for digital games such as Final Fantasy series, Kingdom Hearts, Dragon Quest, NieR, Life is Strange and Just Cause. Our mission is to create and deliver entertainment contents which resonates with hearts and minds of customers.

The Senior Data Scientist, Recommendation will be a passionate leader focused on providing optimized and personalized user experiences powered by the application of machine learning. A key member of the Data Science & AI Team, the Sr. Data Scientist will build, manage, and improve our communications with fans via large-scale models that drive engagement.

The successful candidate will excel at solving problems, delivering effective recommender system projects, and ensuring the process is streamlined, efficient, and continuously optimized. Adept at managing system implementations across various stages of development, the Senior Data Scientist, Recommendations should be as comfortable with early-stage Proof of Concept advocacy, project management, and internal workflow creation, as with introducing ML Ops practices and enhancing existing projects with more sophisticated methods. This role will lead mid or junior level data scientist(s) and collaborate with Data Engineering, DevOps, and business stakeholders to ensure the accurate implementation and impact of recommender systems deployed.

Key Deliverables:

• Build and deploy scalable data science models/algorithms to drive marketing, promotion, and personalization actions that provide measurable improvement.
• Identify, analyse, and interpret users’ in-game/outer-game behavioural data, and apply analytics and machine learning methods.
• Design, construct and maintain predictive models including, but not limited to, social behaviour, retention and monetization to increase the lifetime value of our customers.
• Provide ongoing maintenance and support for deployed machine learning models, ensuring their reliability and effectiveness in real-world applications.
• Continuously improve our solutions to make them more simple, robust, efficient and scalable. This includes pipeline design and continuous improvement schemes through machine learning
• Able to effectively manage existing code base, document past experiences, automate processes, and create feedback loops
• Lead junior/mid data scientists inside/outside of the team who works on recommendation projects.
• Promote best practices in machine learning system deployment, testing, and evaluation.
• Project management: Initiate PoC, create workflow with partner teams, deliver results for project approval, set schedules and priorities, and document results.
• Remain alert to opportunities which further utilize our data or data science methods to benefit the business, operations, or key strategic initiatives.

Key Stakeholders:

Digital Channels, CRM&Rewards, Community & Service, Data Services, Intelligence, Analytics

Knowledge & Experience:

Essential:

• Extensive experience of proven experience as a Data Scientist and/or Product Engineer, working on similar projects such as user communication, service optimization and personalization.
• Practical experience in methodologies used in recommender system such as Collaborative Filtering, Content Based Recommendation, Matrix Factorization.
• Experience with the management of ML code base and experimentation result in an organized and efficient manner.
• Experience with cloud platforms and technologies for deploying and managing machine learning models at scale, such as AWS, Azure, or Google Cloud Platform
• Entrepreneurial and curious mindset with a passion for experimentation and innovation combined with practical business instincts; can both dream big as well as execute and prioritize projects aligned to strategic needs
• Experience or desire to manage, mentor, and train Jr Data Scientists

Competencies, Skills & Attributes:

Essential:

• Proficiency in data analysis, data mining and programming languages preferably with SQL, Python, TensorFlow, PyTorch, or scikit-learn.
• Practical experience in ML ops, such as Python packaging, Docker/Kubernetes, CI/CD, deployment and monitoring of ML models’ performance.

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!

See more jobs at Square Enix

Apply for this job