Consultez les postes disponibles à Square Enix Ltd.

Square Enix Ltd., éditeur de FINAL FANTASY XI, recrute des Game Masters pour renforcer son équipe, basée au centre de Londres.

Les postulants devront démontrer leur maîtrise du français ou de l'allemand, ainsi que de l'anglais (indispensable) mais également faire preuve de professionnalisme, d'esprit d'équipe et d'humour.

Sous la direction du Superviseur GM, le rôle d'un Game Master consiste à jouer à FINAL FANTASY XI afin d'assister les joueurs de Vana'Diel.

Position:

Temporary basis (immediate start)

Job Purpose:

Provide superior quality of service and support to both our online and offline game users using our in-house communication tools.

Primiary Duties:

Answer customer enquiries (via telephone, email and web chat) in English and French:
• FINAL FANTASY XI - Verify personal information in order to reissue passwords, IDs & provide account related information.
• FINAL FANTASY XI - Explain monthly billing status to customers
• Assess & troubleshoot technical issues.
• Merchandise Support – Verify order status, payment & coordinate returns, redelivery & refund with Merchandise Department.
• Compromised Accounts – case tracking & investigation, ownership verification and update customers of case status.
• SQUARE ENIX Token – advise users of delivery status, verify ownership and explain token usage, organise redelivery requests for lost or broken tokens.
• SQUARE ENIX Account – verify ownership, resend password reminders, explain usage of SE Account in tandem with SE Token.
• SQUARE ENIX Members – explain site usage, investigate Game Code usage, escalate enquiries about SE Members site problems to Supervisor for resolution.
• SQUARE ENIX titles – play and research package titles to ensure good working knowledge, check internet forums and game site to learn of issues faced by users.

Record and tally up enquiries:
• Record daily enquiries in bespoke CS tool and daily report form.
• Keep track of known issues and add relevant information to Excel and Sharepoint tracking lists, eg> Contacts about Merchandise, SQUARE ENIX Token, billing arrears, overcharging or Chargeback bans, technical issues or FINAL FANTASY XIV NDA breaches.

Translation of texts (from English to French):
• NOC News & System Messages
• Knowledgebase articles for Support website
• Chat and email templates
• Community team translation requests: topics for POL.com, FFXIV site translations, mail outs and notices.

Internal Tools & Procedures:
• Use daily usage experiences or test internal CS tools to provide feedback and suggestions for improvement to tools or everyday policy & procedures.
• Read and test corporate websites to check content is up to date, correct and that sites are grammatically perfect.

Key Stakeholders:

Customer Service Manager
Support Centre Manager
Game Master Team
Community Team
Game users

Person Specification

Please send your CV and cover letter in English to the following email address, quoting "SEEICO" in the subject line: humanr@square-enix.com – applications without this code cannot be read.

Position:

Full time / Part time Permanent (immediate start)

Job Purpose:

Provide superior in-game quality of service and support to our online game users using our in-house communication tools.

Primiary Duties:

Answer player’s’ general in-game questions & requests in English and French:
• Identify the customer’s problem, ask player relevant questions to ensure proper investigation, provide accurate issue resolution & policy information
• Perform call backs to provide follow-up information whenever an investigation has been performed
• Provide support on the following types of request:
  Grief Tactics – Harassment – Fraud – Reimbursements– RMT – Compromised Accounts

Run investigations:
• Research in all necessary tools
• Pull, read & record in-game logs
• Record investigation results
• Perform call back to inform player of the investigation result

Create Special Reports:
• Determine that the player’s issue results from a game malfunction
• Pull, read & record in-game logs
• Research in all databases –internal & external- determine whether the issue is known/has been reported
• Create reports and update database

• Setup Player events

Perform Zone patrols:
• Actively look for specific types of violations in specified areas, take all appropriate action and keep a record of what has been done

Record and tally up enquiries:
• Record daily enquiries in bespoke GM tool and daily report form.
• Keep track of known issues and add relevant information to Excel and SharePoint tracking lists

Translation of texts (from English to French:
• NOC News & System Messages
• Knowledgebase articles for Support website
• Chat and email templates
• Community team translation requests: topics for POL.com, FFXIV site translations, mail outs and notices

Internal Tools & Procedures:
• Use daily experience or test internal GM tools to provide feedback and suggestions for improvement to tools & everyday policy & procedures
• Read and check corporate websites to check content is up to date, correct and that sites are grammatically perfect

Key Stakeholders:

Customer Service Manager
Support Centre Manager
Game Master Team
Community Team
Game users

Person Specification

Please send your CV and cover letter in English to the following email address, quoting "SEEGMFR" in the subject line: humanr@square-enix.com – applications without this code cannot be read.

Position:

Full time / Part time Permanent (immediate start)

Job Purpose:

Provide superior in-game quality of service and support to our online game users using our in-house communication tools.

Primiary Duties:

Answer player’s’ general in-game questions & requests in English and German:
• Identify the customer’s problem, ask player relevant questions to ensure proper investigation, provide accurate issue resolution & policy information
• Perform call backs to provide follow-up information whenever an investigation has been performed
• Provide support on the following types of request:
  Grief Tactics – Harassment – Fraud – Reimbursements– RMT – Compromised Accounts

Run investigations:
• Research in all necessary tools
• Pull, read & record in-game logs
• Record investigation results
• Perform call back to inform player of the investigation result

Create Special Reports:
• Determine that the player’s issue results from a game malfunction
• Pull, read & record in-game logs
• Research in all databases –internal & external- determine whether the issue is known/has been reported
• Create reports and update database

• Setup Player events

Perform Zone patrols:
• Actively look for specific types of violations in specified areas, take all appropriate action and keep a record of what has been done

Record and tally up enquiries:
• Record daily enquiries in bespoke GM tool and daily report for
• Keep track of known issues and add relevant information to Excel and SharePoint tracking lists

Translation of texts (from English to German:
• NOC News & System Messages
• Knowledgebase articles for Support website
• Chat and email templates
• Community team translation requests: topics for POL.com, FFXIV site translations, mail outs and notices

Internal Tools & Procedures:
• Use daily experience or test internal GM tools to provide feedback and suggestions for improvement to tools & everyday policy & procedures
• Read and check corporate websites to check content is up to date, correct and that sites are grammatically perfect

Key Stakeholders:

Customer Service Manager
Support Centre Manager
Game Master Team
Community Team
Game users

Person Specification

Please send your CV and cover letter in English to the following email address, quoting "SEEGMGR" in the subject line: humanr@square-enix.com – applications without this code cannot be read.

Description du poste :

• Coordination du processus d'assurance qualité (QA) pour les titres de Square Enix.
• Supervision de l'équipe de test.
• Assurer la liaison entre les équipes de production et de localisation.
• Tâches diverses liées à l'assurance qualité et au processus de localisation.

Compétences exigées :

• Français de langue maternelle.
• Bonne maîtrise de l'anglais (oral et écrit).
• Excellentes compétences relationnelles.
• Excellentes compétences pour le travail en équipe.

Compétences recommandées :

• Bonne connaissance de Square Enix et des jeux de rôle sur console.
• Expérience de localisation en jeux vidéo ou d'assurance qualité.

PLUS :

• Notions de japonais.

Poste basé à :

Londres, Royaume-Uni.

Merci d'envoyer votre CV et votre lettre de motivation en anglais à l'adresse e-mail suivante, en citant « FQAC » dans l'objet du message : humanr@square-enix.com. Si cette référence n'est pas mentionnée, les candidatures ne seront pas prises en compte. Veuillez noter que Square Enix Ltd. ne propose pas de stage.