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General Information

Locations: Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia 
  • Location: Kuala Lumpur
  • State: Wilayah Persekutuan Kuala Lumpur
  • Country: Malaysia


Role ID
214896
Worker Type
Regular Employee
Studio/Department
Other
Flexible Work Arrangement
Hybrid

Description & Requirements

Electronic Arts crée des expériences de divertissement exceptionnelles qui inspirent les joueurs et les fans du monde entier. Ici, tout le monde fait partie de l’histoire. D'une grande communauté internationale. C'est un lieu où la créativité s’épanouit, où les nouvelles perspectives sont bienvenues et où les idées comptent. Une équipe dans laquelle chacun fait évoluer le jeu.

The Mobile Care Lead will report to the Senior Team Manager, Mobile Care. Fan Care exists to make EA known for taking care of our fans by…

 

  • Helping our fans get the most fun from their games with onboarding and tutorial content
  • Helping our fans recover from breaks in their experiences
  • Ensuring clean, safe, and positive environments for our communities of fans to engage

 

Responsibilities:

  • Be the primary point of contact between Mobile studios and Fan Care when no other contact exists: 
    • Develop relationships with Studio teams - seek out the right people for the right engagements
    • Lead the studio relationship, communication, data reporting, and weekly/monthly syncs
    • Maintain relationships with Studio contact where applicable
    • Monitor and handle escalated Mobile contacts (averaging 25% of your time). Manage your own delivery to meet business quality standards and service level agreements.
  • Manage escalations between advisors, studios, Incident Management, escalations teams, and Care Operations support teams for assigned title(s)
  • Identify, verify, trend, collate, and report issues, themes in contacts, and sentiment data to Studio teams; collect additional information to help find solutions
  • Use appropriate comms tools (e.g. regarding studio preferences and Fan Care operating model norms) to coordinate and maintain business updates and issue responses with Studio, Incident Management, and advisor teams.
  • Identify gaps in training, self-service, and processes that may affect the service delivered to players.
  • Conduct deep dives into advisors and bots performance to identify areas of improvement (using AI for efficiency) and implement and monitor changes. Be part of the solution to build the new standard of excellence in Mobile.
  • Develop Power BI dashboards and reports to monitor performance.
  • Be the voice of your titles' fans and represent the advisor and player experience in partner meetings
  • Improve shared product knowledge and process documentation for assigned mobile title(s) within Care Operations support team templates and frameworks:
    • Manage knowledge base documentation, processes, and known issues (in collaboration with relevant teams)
    • Communicate critical updates to advisors through approved channels
    • Collaborate with other teams to create learning and development content, product training, FAQs, bot flows, policy and process documents
  • Ensure advisor readiness for game launches and major updates:
    • Collaborate with Game Lifecycle Managers, Studio, and Fan Care teams to develop Knowledge Base materials pre-launch
    • Represent Fan Care team in pre-launch meetings to inform and influence the development of policy, process, and advisor supports
    • Develop feature briefs for each title
    • Promote tool readiness and enhancement requests with the Studio or Game Lifecycle Managers
  • Help build and deliver training or participate in live sessions to improve how we provide service for assigned title(s)
  • Identify opportunities, contribute recommendations, and supporting the implementation of process improvements and change
  • Play your mobile title(s) to maintain the knowledge and subject matter expertise needed to help players engage with and enjoy our games
  • Use your knowledge of your title(s) and processes to identify and recommend opportunities to improve experiences and define best practice.


If this role is for you, then you are:

  • Creative – able to find out-of-the-box and non-traditional ways to solve problems
  • Proactive – provide ideas and suggestions, and take the lead on projects
  • Motivated – willing to personally jump in, analyze, and partner with the right people to action recommendations.
  • Efficient - evaluate and plan when implementing changes to do things better and faster
  • Curious – investigate the situation, ask relevant questions, and give specific and actionable recommendations
  • Partnership – a leader who encourages team collaboration, works well with peers, promotes enthusiasm, uses powers of influence, and builds relationships
  • Achieve – believes that actions speak louder than words, and enjoys achievement
  • Accomplished – has a track record of professional achievement


Qualifications:

  • 3 years’ experience in a customer support role at a Tier 2 level or above
  • At least 1 year of experience working in partnership with key stakeholder teams and personnel
  • At least 1 years’ experience mentoring or leading others
  • Experience working with customer support analytics
  • Proficiency in Microsoft Power BI, including data modeling, report development, and dashboard creation


À propos d'Electronic Arts
Nous sommes fiers de notre vaste catalogue de jeux et d’expériences, de nos sites à travers le monde et des multiples opportunités à saisir au sein d’EA. Nous valorisons l’adaptabilité, la résilience, la créativité et la curiosité. D'un management qui laisse s'exprimer tout votre potentiel à la création d’espaces dédiés à l’apprentissage et à l’expérimentation, nous vous offrons les conditions qui vous permettront de faire un travail fantastique et de profiter d'opportunités de progression.

Nous adoptons une approche holistique pour nos programmes d'avantages sociaux, en mettant l'accent sur le bien-être physique, émotionnel, financier, professionnel et communautaire qui favorise une vie équilibrée. Ces programmes sont conçus de façon à répondre aux besoins locaux et peuvent inclure une couverture médicale, un soutien au bien-être mental, de l'épargne pour votre retraite, des congés payés, des congés parentaux, des jeux gratuits et bien plus encore. Nous encourageons le développement d'environnements dans lesquels nos équipes peuvent donner le meilleur d’elles-mêmes.

Electronic Arts offre des opportunités d'emploi équitables. Toutes les décisions de recrutement sont prises sans prise en compte de la race, la couleur de peau, la nationalité, l’ascendance, le sexe, le genre, l'identité ou l'expression de genre, l’orientation sexuelle, l’âge, les informations génétiques, la religion, la situation de handicap, l'état de santé, la grossesse, le statut marital ou familial, le statut militaire ou toute autre caractéristique protégée par la loi. Nous étudierons également, conformément à la loi, les candidatures de personnes ayant un casier judiciaire. EA adapte ses lieux de travail pour les personnes en situation de handicap, conformément à la loi en vigueur.