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.
Were 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.
And we want you to join us. Were hiring Surveillance Desk Agent.
The Surveillance Agent reports to the Surveillance Team Manager of Fan Care Incident Management and handles all incidents within the Fan Care team. The Surveillance team oversees live service, business continuity, and incident management across multiple regions. Building relationships and effective collaboration with relevant teams is essential to ensure operational efficiency.
So how does the Surveillance agent make great experiences for players They:
- provide real-time responses to Sumo monitoring and all system alerts.
- Utilize social listening tools to keep the social and incident management teams informed about events.
- collate and produce daily reports for Incident Management and Intraday teams.
- respond to surveillance group tickets in a timely manner.
- monitor queues as needed to respond with mass actions or internal queue routing.
- provide timely communication to the business about business health using relevant status reporting.
- Monitor risk events as needed and notify on call staff when needed.
- Coordinate with relevant teams during outages or continuity incidents, ensuring items are tracked and managed by the issue owner.
- Effectively communicate key messages across the operation via performance calls, daily syncs, and regular all-player channels.
- Monitor Fan Care channels used by players and notify relevant parties of any anomalies.
- Use AlertOps to contact Incident Management on call analysts when appropriate.
If youre interested in this role, youll need these essential skills or experiences:
- Customer service or service desk experience a plus
- prior experience working in a contact centre environment (video game industry is a plus).
- The ability to remain focused in a chaotic environment.
- Independent worker
- Reliable
Youll Also Meet The Following Requirements
- Strong written and verbal communication skills.
- Demonstrated expertise in MS Office (Word, Excel, Outlook, PowerPoint).
- Team collaboration skills.
- Attention to detail with strong organizational abilities.
- Capable of working independently with minimal supervision.
- High resilience and performance under pressure.
- Quick learner with a friendly, engaging personality.
- Creative and enthusiastic team contributor.
- Skilled in reviewing data for accuracy.
Additional Information
- Fan Care Incident Management is vital team and may entail flexible scheduling, including evenings, weekends, holidays, and overtime as needed.
- Fan Care team offers a flexible work types to promote work life balance.
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.
