Social Support Specialist

Requisition Number: 161502

Position Title: Customer Experience Rep III

External Description:

Social Support – Specialist

About EA

Electronic Arts Inc. is a global leader in interactive entertainment. We develop games, content and online services across platforms. We have a broad portfolio of brands that span the most popular genres.

We exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together experienced people that combine creativity, innovation, and passion. We immerse our employees into an inclusive culture and provide opportunities for learning and leading that allow our employees to do the most impact and rewarding work of their careers.

Join us in driving the next revolution in games

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 outstanding support. By identifying and engaging players in need on social channels like Twitter and Facebook, you will 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 essential 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 identifying problems and finding solutions in real-time
• Be an informed and experienced trouble shooter, working with thousands of gamers daily on multiple channels ensuring that every experience is positive, and reflects EA’s brand and mission
• Provide support through EA’s @EAHelp channel and monitor activity across multiple social channels including Facebook and Twitter
• Work 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
• Advocate for our players in identifying improvements to the EA Support business
• As volumes and business conditions demand, this role may also be called upon to engage players through other social channels, and in partnership with marketing and EA community teams to promote brand loyalty and positive community support for EA’s products

Required Skills

• 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 follow 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:

• Experience with multiple social media channels and communities, blogs, and YouTube
• Technically Sound 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’.

EA is an equal opportunity employer. All employment decisions are made without regard to race, colour, 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 following applicable law.

City:

State:

Community / Marketing Title: Social Support Specialist

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: 43

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.