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TOS Administrator II

Location: Hyderabad, Telangana, India

Notice

This position is no longer open.

Requisition Number: 156438

Position Title: TOS Administrator II

External Description:

The Gig: The Terms of Service Team is responsible for enforcing the Terms of Service Agreement consistently across all of EA’s products and also ensuring that any action disputes are investigated and reviewed in line with the policies and procedures. The Team is aiming to provide a gaming environment that is safe and highly enjoyable for all our customers by making sure everyone is following the same set of rules.

 

Duties & Responsibilities           

 

  • Build and cultivate a positive customer experience, through the elimination and mitigation of negative and aggressive players from our customer base
  • Meet and exceed upon all set KPIs in productivity, adherence, quality and accuracy
  • Review and investigate reports of infracting player behaviour in line with Terms of Service policies & procedures
  • Investigate and process account penalty disputes in full compliance with the dispute procedure
  • Ensure consistency and coherency whilst complying with all Terms of Service internal and external procedures
  • Provide support to other departments/studios through handling scheduled requests
  • Complete ad hoc reports and/or projects as required
  • Analyse game anomalies and report as required
  • Complete threat and risk assessments on product functionalities and behavioural trends
  • Act as a point of contact for Terms of Service related issues
  • Be proactive in developing your industry knowledge
  • Act as a champion for Customer Service that exceeds in quality
  • Perform any other duties as assigned by the Team Manager

 

What You Have                               

The ideal candidate will possess

 

  • A minimum 2 years of Customer Service related experience.
  • Excellent Customer Service skills with proven quality track record.
  • Exceptional and professional communication skills; both verbal and written.
  • Ability to interact with a wide range of people across departments and build strong positive relationships.
  • Intermediate to advanced Microsoft Office skills.

 

Person Specification:

  • Team player with a positive attitude.
  • Strong emotional resilience to offensive and otherwise objectionable content
  • Ability to build strong bonds with colleagues to foster open, honest and candid communication.
  • Ability to multi-task and maintain organization in a fast paced, changing environment. 
  • Customer focused with solid relationship management skills with an ability to influence others.
  • Highly organised and results orientated.
  • Integrity, honesty, humility, and confidentiality traits required.

 

City:

State:

Community / Marketing Title: TOS Administrator II

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 118

Can this position be remote?:

EEO Employer Verbiage:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

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