Description & Requirements

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

Job Title: Surveillance Agent, Fan Care Incident Management

#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.

And we want you to join us. We're hiring Surveillance Desk Agent.

The Surveillance reports to the Surveillance Team Manager and is responsible for detecting and responding to Incidents that affect our players ability to enjoy the games they love, as well as any issue that impacts our ability to provide best-in-class customer service.

To successfully manage FanCare's live service, Surveillance will need to build relationships with relevant teams and partners in all business aspects.

So, how does Surveillance make great experiences for players They:

Real-time response to monitoring and system alert tools.
Act as a first responder to reported issues, ensuring the initial impact is identified and the appropriate escalations are made.
Use social listening tools to inform social and incident management teams about events.
Respond to surveillance group tickets in a timely manner.
Monitor queue health and perform requested mitigation actions.
Provide timely communication to the business about business health using relevant status

reporting.

Monitor risk events and notify on-call staff when necessary.
Work with relevant teams during outages or business continuity incidents, ensuring items are tracked, logged, and managed by the relevant issue owner.
Clearly communicate key messages across all areas of the operation through performance calls, daily syncs, and maintaining regular phone/email/face-to-face contact.
Monitor Terms of Service volume and notify appropriate parties if thresholds are exceeded.

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

 

Customer service or service desk experience plus
Prior experience working in a contact center environment (video game industry is a plus).
The ability to remain focused in a chaotic environment.
Independent and flexible.
Reliable
Relevant Experience- 1-3 years
Qualification- Graduate

You'll Also Meet The Following Requirements

Excellent written and verbal communication skills
Proven proficiency in MS Office (Word, Excel, Outlook, PowerPoint)
Ability to work as a team
Detail-oriented and able to organize multiple tasks
Ability to complete work assignments with minimal supervision
High tolerance for performing well under pressure
Quick learner with an outgoing, engaging personality
Creative, enthusiastic team player
Ability to review data content for accuracy
Flexible - Ability to work in a 24/7 Shift rotation.

Additional Information

FanCare Incident Management is a critical function and may require shift work, including evenings, weekends, holidays, and overtime as necessary

Compensation and Benefits: EA offers a highly competitive base salary and benefits package, including but not exclusive to; bonus, shares, pension, life assurance, long-term disability protection, and games.

About Electronic Arts

We're proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.

We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life. Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more. We nurture environments where our teams can always bring their best to what they do.

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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