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View Full Version : SOE就職情報その3


Momochi
05-21-2008, 06:06 PM
<p ><b><span style="font-size: 10pt;font-family: Tahoma;">Position Title:<span>  </span>Customer Support Subject Matter Expert – Vanguard</span></b><span style="font-size: 10pt;font-family: Tahoma;"></span></p> <p ><b><span style="font-size: 10pt;font-family: Tahoma;">Department:<span>   </span>Customer Service</span></b></p> <p ><b><span style="font-size: 10pt;font-family: Tahoma;">Reports To:<span>      </span>Knowledge Base Administrator</span></b><span style="font-size: 10pt;font-family: Tahoma;"></span></p> <p ><b><span style="font-size: 10pt;font-family: Tahoma;">Location:<span>   </span><span>       </span>San Diego</span></b></p> <h1><span style="font-size: 10pt;font-family: Tahoma;">SUMMARY</span></h1> <p ><span style="font-size: 10pt;font-family: Tahoma;">With a knowledge base that is the first tier of customer support, that will be touched by more customers than any other avenue of support for our customers, the quality, structure and usefulness of this system needs to be of the utmost quality in terms of usefulness, timeliness and proficient.<span>   </span>There are<span>  </span>of over 13,000 entries in 5 different languages, with self-help and technical support articles for the entire SOE catalog of games (EQ, EQ2, SWG, UL, UL2, ) as well as add on services provided (EQ2 Players, EQ Players, Station Exchange, etc.) .<span>    </span>This position will be tasked with authoring, editing, review and publishing of knowledge base articles for their respective games on a continual basis.</span></p> <h1><span style="font-size: 10pt;font-family: Tahoma;">ESSENTIAL DUTIES</span></h1> <ul><li><span style="font-size: 10pt;font-family: Tahoma;">Update and Maintain Top Known Issues, Scheduled Downtime and Update Notes KB Entries per specific title/product </span></li><li><span style="font-size: 10pt;font-family: "CG Omega (W1)";">Assist in reviewing proposed entries for game-related SME content data, ability to flip an entry live, send result of flipped entry to KBA for final review</span></li><li><span style="font-size: 10pt;font-family: "CG Omega (W1)";">Assisting in Publish/Expansion/Patch additions of title-specific KB entries </span></li><li><span style="font-size: 10pt;font-family: "CG Omega (W1)";">Review entries per title that come up for review </span></li><li><span style="font-size: 10pt;font-family: "CG Omega (W1)";">Regular communication and work with development teams specific to product supported</span></li><li><span style="font-size: 10pt;font-family: "CG Omega (W1)";">Review Customer Feedback about knowledge base articles </span></li><li><span style="font-size: 10pt;font-family: "CG Omega (W1)";">Minor administrative duties with the RightNow web tools</span></li><li><span style="font-size: 10pt;font-family: "CG Omega (W1)";">Internal Resource Project (3-5 hours per week)</span></li><li><span style="font-size: 10pt;font-family: "CG Omega (W1)";">Knowledge Management Meeting/Game Update meetings (30 minutes per week) </span></li><li><span style="font-size: 10pt;font-family: "CG Omega (W1)";">Will assist with GM/CSR duties as business needs arise</span></li><li><span style="font-size: 10pt;font-family: "CG Omega (W1)";">Perform other related duties incidental to the work described herein</span></li></ul> <p ><span style="font-size: 10pt;font-family: Tahoma;"> </span></p> <h1><span style="font-size: 10pt;font-family: Tahoma;">QUALIFICATIONS</span></h1> <p ><span style="font-size: 10pt;font-family: Tahoma;">Knowledge of:<span>   </span></span></p> <ul><li><span style="font-size: 10pt;font-family: Tahoma;">Commanding game play knowledge as it related to the game position. ( I.E. For Vanguard position you must be able to demonstrate advanced game play knowledge, and play the game.).</span></li></ul> <p ><span style="font-size: 10pt;font-family: Tahoma;">Skill In:<span>   </span></span></p> <ul><li><b><span style="font-size: 9.5pt;font-family: Tahoma;color: #333333;">Interpreting the Meaning of Information for Others</span></b><span style="font-size: 9.5pt;font-family: Tahoma;color: #333333;"> -- Translating or explaining what information means and how it can be used.</span><span style="font-size: 10pt;font-family: Tahoma;"></span></li><li><b><span style="font-size: 10pt;font-family: Tahoma;">Writing</span></b><span style="font-size: 10pt;font-family: Tahoma;"> -- Communicating effectively in writing as appropriate for the needs of the audience.</span></li><li><b><span style="font-size: 10pt;font-family: Tahoma;">Reading Comprehension</span></b><span style="font-size: 10pt;font-family: Tahoma;"> -- Understanding written sentences and paragraphs in work related documents.</span></li><li><b><span style="font-size: 10pt;font-family: Tahoma;">Active Learning</span></b><span style="font-size: 10pt;font-family: Tahoma;"> -- Understanding the implications of new information for both current and future problem-solving and decision-making.</span></li><li><b><span style="font-size: 10pt;font-family: Tahoma;">Active Listening</span></b><span style="font-size: 10pt;font-family: Tahoma;"> -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.</span></li><li><b><span style="font-size: 10pt;font-family: Tahoma;">Speaking</span></b><span style="font-size: 10pt;font-family: Tahoma;"> -- Talking to others to convey information effectively.</span></li><li><b><span style="font-size: 10pt;font-family: Tahoma;">Critical Thinking</span></b><span style="font-size: 10pt;font-family: Tahoma;"> -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems</span></li></ul> <p ><span style="font-size: 10pt;font-family: Tahoma;">Ability To:</span></p> <ul><li><b><span style="font-size: 10pt;font-family: Tahoma;">Initiative</span></b><span style="font-size: 10pt;font-family: Tahoma;"> - Strong sense of initiative, and ability to work without supervision.</span></li><li><b><span style="font-size: 10pt;font-family: Tahoma;">Written Expression</span></b><span style="font-size: 10pt;font-family: Tahoma;"> - The ability to communicate information and ideas in writing so others will understand.</span></li><li><b><span style="font-size: 9.5pt;font-family: Tahoma;color: #333333;">Written Comprehension</span></b><span style="font-size: 9.5pt;font-family: Tahoma;color: #333333;"> -- The ability to read and understand information and ideas presented in writing.</span><span style="font-size: 10pt;font-family: Tahoma;"></span></li></ul> <h1><i><span style="font-size: 10pt;font-family: Tahoma;">EDUCATION</span></i></h1> <ul><li><span style="font-size: 10pt;font-family: Tahoma;">High School Diploma</span></li></ul> <p ><span style="font-size: 10pt;font-family: Tahoma;"> </span></p> <p ><b><span style="font-family: "Times New Roman";">Please send your resume and cover letter to <a href="mailto:[email protected]" rel="nofollow" target="_blank">[email protected]</a> or visit our website at <a href="http://www.sonyonline.com/" rel="nofollow" target="_blank">www.sonyonline.com</a> for other career opportunities.</span></b><span style="font-family: "Times New Roman";"></span></p> <p ><b><span style="font-family: "Times New Roman";">SOE is an equal opportunity employer committed to diversity in the workplace.</span></b><span style="font-family: "Times New Roman";"></span></p>