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.

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Community / Marketing Title: Social Support Specialist

Company Profile:

Electronic Arts Inc.は、インタラクティブ・エンターテイメント・ソフトウェアの世界的大手企業です。 EAは、インターネットに接続されたコンソール、パソコン、携帯電話、タブレットに対してゲーム、コンテンツおよびオンラインサービスを提供しています。

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:

EAは雇用機会を均等に提供します。 雇用に関する決定を下す際は、人種、肌の色、国籍、出身国、出身民族、身体的性別、社会/文化/心理的性別、性別自認または性別表現、性的指向、年齢、遺伝情報、宗教、身体障害、病状、妊娠、婚姻状況、家族状況、軍役経験の有無は考慮されません。 さらにEAでは、身体に障害のある方々のために、適用法令によって定められた職場環境を整えることも行っています。