Job Description

Product Support Expert, EA Customer Experience

#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.

You’re a Product Support Expert.

This role is part of EA’s Customer Experience (CE) organization. CE strives to make EA known for taking care of its players. We’re players taking care of players and people talking to people – whenever, wherever, and however they need us.

You know your products inside and out, and you share that knowledge with anyone who needs it. You let Studios know what is going on with our players, and let our Advisors know what’s going on with our games. You advocate for our players and work tirelessly to make sure that we’re always pursuing the best possible player experience. For our Studios, you are the main point of contact every day, and you are the lynch pin of communication between CE and your Studios.

You’re also an organized, dedicated self-starter. You’re a genuinely nice person who brings positive energy to an office. You’re approachable and take the time to listen so that you understand someone else’s view.

We’re the Live Product Support Team, part of the Planning and Experience Management Team.

We’re here to help people (players AND employees) have great experiences with EA.

We love identifying a problem, working with QA and Studios to fix it, guiding our Advisors who are working with players experiencing that problem, and owning it from start to finish. We’re good at cutting through the noise surrounding an issue, finding the core problem, and working it.

We take the knowledge we gain from playing our games and working these problems, and use it to improve the player experience. This runs the gamut from working on more player-friendly processes, to identifying the tools Advisors need, to helping Studios understand the impact of a problem in their game. We own virtually all aspects of live service for our games.

You’ll need to be awesome at wearing these hats:

• Customer Advocate – You’ll know who players are, what they care about, and what really annoys them so that you can improve their experience from every angle.
• Problem Solver – You’re going to be the one owning problems within your games. You need to be able to find the best way for our Advisors to help players experiencing it.
• Communicator – A huge portion of your job will be to keep people informed. The Studio, our Advisors, our Leadership, and our players.
• Researcher – You’re going to be asked questions like “Why was ORES low last week?” and you will dig into cases, identify patterns, issues and solutions.
• Learner – You like to learn new things and aren’t afraid to test a new thing you’ve learned about.

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

• 2-4 years work experience in a related field
• a Bachelor’s degree preferred
• experience working with game or software development teams
• experience working with CRM solutions (like Salesforce)
• expertise with technical issue identification (QA experience a plus)
• experience working in a live service environment
• familiarity with issue tracking databases such as JIRA and DevTrack
• gaming industry and customer support experience a plus

#LI-TA1