EAX Support Specialist

Job Description

Electronic Arts Inc. is a leading global interactive entertainment software company. EA delivers games, content and online services for Internet-connected consoles, personal computers, mobile phones and tablets.

Electronic Arts is seeking a highly motivated and highly qualified contract Support Specialist (Live Ops) to become a member of the EAX Support Team supporting EA Access, Origin Access and Origin products and services.

You will be working in a live (real time) environment. This position will monitor all EA Access, Origin Access and Origin products and services. The Support Specialist will have responsibility for taking appropriate and immediate action(s) to triage issues and ensure all stakeholders are properly informed.

The successful candidate must work well both independently and as part of a cross-functional team with the ability to assess high-urgency situations in a calm and collective manner. The role will be shift based with weekend work.

Responsibilities

• Providing insightful alerting into live issues using expert knowledge of EA’s live services, connections, and dependencies
• Diagnosing and triaging live incidents and support requests from internal & external sources
• Liaising with relevant development scrums and points of contact to ensure issue follow up
• Communicating current issue status to relevant stakeholders in a timely way
• Bringing the quality mindset into the world of incident and problem management
• Performing contextual analysis of live trends and issues using varied data sources
• Performing root cause analysis into live issues, participating in issue retrospectives, creating retrospective reports with focus on issue prevention
• Looking for ways to improve efficiency in our processes so that our stakeholders have the most satisfactory experience that we can provide them.
• Finding ways to efficiently report and communicate on incident and problem trends so that the right stakeholders can prioritize effective continuous improvements.
• Advocating for the player by focusing on providing a consistent and friction-free gaming experience within the live EA ecosystem

Challenges you will contribute to Solving:

• Working to improve alerting in a way that cuts through the noise and engages stakeholders in the mediums they expect
• Bringing the quality mindset into the world of incident and problem management
• Discovering more direct strategies to partner with our Worldwide Customer Experience team to help our player’s feedback turn into quality improvements
• Working with partner organizations to align our processes and communications strategies
• Looking for ways to improve efficiency in our processes so that our stakeholders have the most satisfactory experience that we can provide them
• Finding ways to efficiently report and communicate on incident and problem trends so that the right stakeholders can prioritize effective continuous improvements

You are....

• Communicator:your excellent verbal and written communications skills apply across audiences; you know how to collect information and communicate it in a clear and succinct manner that gets to the point and rallies team members to action.
• Timely: you understand the need for speed when addressing live issues and can make quick and decisive choices based on the data you have at hand.
• Culturally Astute:you're comfortable forging alliances across organizational and geographical barriers to shore up support for player-first initiatives; you never stop learning about high performance and agile culture.
• Gamer:you have a passion for play and whether this be through the nostalgia of spending quarters at an arcade to the latest sports simulation, you love the games, community and industry.
• Self-starting:you see ambiguity as a challenge and an opportunity; your built-in compass helps steer your team true even when conditions are foggy.
• Quality Focused:you desire to help ensure we deliver products with the highest level of quality consistently to our players and look for ways to improve our methods and approaches continuously.
• Data-informed:you identify and mitigate risks, construct project schedules, and prepare status reports; you befriend performance metrics and measurement techniques because they help you assess how well system-related services are running.
• Morale builder:incident and problem management can feel like the world is on the shoulders of the team; you know how to keep spirits high and build team morale to find success in goals that we own and deliver.

Skills & Qualifications

• Experience with IT Service desk/Network Operations/Engineering or Live QA team responsibilities to include execution of incident escalation, resolution tracking and resolution reporting
• Strong crisis management skills
• Quality focus with a strong desire for continuous improvement
• Love of gaming and participation in the gaming community
• Strong quantitative, analytical and conceptual thinking skills
• Ability to define problems, document and establish facts to draw valid conclusions
• Strong communication skills both written and verbal
• Jira familiarity, to use and construct dashboards and reports
• Data visualization familiarity (ex. PowerBI, excel, etc.)