Social Support Specialist

Requisition Number: 161508

Position Title: Customer Experience Rep III

External Description:

Social Support – Specialist

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

We want you to join us! We’re hiring a Social Specialist.

The Social Support Advisor, working under the Social Team Lead, will be the key to achieving this goal of world-class support. By identifying and engaging players in need on social channels like Twitter and Facebook, the ideal candidate will be able to understand the nuances of working within social media, and will find creative solutions to a variety of technical and gameplay related issues. Given the unique nature of Social platforms, the Social Support Advisor will be part of a team of highly motivated, multi-lingual support staff who are key contributors in EA’s global support operation.

So how does the Social Specialist make great experiences for players? They:

• Be part of a team focused on assisting players in need, by proactively identifying problems and finding solutions in real-time
• Be an informed and savvy trouble shooter, interacting with thousands of gamers daily on various channels ensuring that every experience is positive, and reflects EA’s brand and mission
• Provide support via EA’s @EAHelp channel and monitor activity across multiple social channels including Facebook and Twitter
• Interact with broader Customer Experience, Studio and Executive team members during peak periods to ensure players receive the best experience possible
• Participate in daily update meetings with the team, providing insight on top contact drivers, process enhancements and social support needs and ideas
• Act as an advocate for our players in identifying and promoting improvements to the EA Support business
• As volumes and business conditions demand, this role may also be called upon to engage players via other social channels, and in partnership with marketing and EA community teams to promote brand loyalty and positive community support for EA’s products

If you’re interested in this role, you’ll need these skills or experiences:

• 2+ Years of game support, including gameplay, technical and account troubleshooting for various platforms and devices
• Must be fluent in English
• Professional experience with community and social platforms
• Highly developed verbal and written communication skills
• Expertise in writing, editing and public content creation
• Ability to juggle multiple projects and problem solving skills in a fast-paced deadline driven environment
• Ability to adhere to appropriate performance metrics, including SLAs and resolution percentages
• Ability to keep calm and collected – even during periods of high pressure
• Flexibility to work shift and non-standard hours and days of the week
• Demonstrate excellent typing and data entry skills

Desirable:

• Previous experience with various social media channels and communities, blogs, and YouTube
• Tech savvy, with a focus on multi-platform solutions (PC/Mac, Console, Handheld and Mobile devices)
• Additional fluency in other languages is a welcome bonus
• In-depth knowledge of and passion for EA games
• Appropriate mix of ‘gamer mentality’ and professionalism

EA 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 or veteran status. We will also consider for employment qualified applicants with criminal records in accordance with applicable law.

City:

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Community / Marketing Title: Social Support Specialist

Company Profile:

Nous sommes une équipe internationale de spécialistes de la création, de la narration, de la technologie, de la génération d’expériences, de l’innovation et bien plus encore. Nous pensons que nos équipes doivent être aussi diversifiées que nos communautés afin de créer des jeux et des expériences inoubliables. Chez Electronic Arts, la seule limite est votre 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: 41

Can this position be remote?:

EEO Employer Verbiage:

À propos d'Electronic Arts

Toutes nos actions sont tendues vers le même objectif : transmettre l'envie de jouer. Au travers de nos jeux innovants, de nos services novateurs et de nos technologies de pointe, nous offrons des possibilités infinies à des millions de fans dans le monde entier.

 

Nous cherchons des personnes inclusives et collaboratives aux points de vue variés pour enrichir notre culture et nous stimuler. Grâce à notre programme d’avantages sociaux, nous adoptons une approche holistique centrée sur le bien-être physique, émotionnel, financier, professionnel et communautaire pour soutenir les membres de notre personnel à chaque chapitre de leur vie. Nous fournissons un ensemble complet d’avantages sociaux garantissant une vie équilibrée et offrant notamment des congés payés, des congés parentaux, des jeux gratuits et bien plus encore. Notre objectif est de fournir un environnement de travail sûr et bienveillant qui vous permet de vous épanouir sur le plan personnel comme sur le plan professionnel.

 

Electronic Arts souscrit au principe de l’égalité des chances. Nous prenons nos décisions en matière d’emploi sans distinction de race, de couleur, de pays d’origine, d’hérédité, de sexe, de genre, d’identité ou d’expression de genre, d’orientation sexuelle, d’âge, d’informations génétiques, de religion, de handicap, d’état de santé, de grossesse, de situation familiale, d’ancienneté ou de tout autre facteur protégé par la loi. Nous étudions également les candidatures des personnes qualifiées possédant un casier judiciaire, conformément à la loi en vigueur. Par ailleurs, EA aménage l’environnement de travail pour les personnes en situation de handicap, conformément à la loi en vigueur.