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Maklumat Am

Lokasi: Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia 
ID Peranan
213668
Jenis Pekerja
Regular Employee
Studio/Jabatan
Fan Growth
Pengaturan Kerja Fleksibel
Remote

Description & Requirements

Electronic Arts mencipta pengalaman hiburan tahap seterusnya yang memberi inspirasi kepada pemain dan peminat di seluruh dunia. Semua orang adalah sebahagian daripada kisah di sini. Sebahagian daripada komuniti yang terhubung merentasi dunia. Tempat di mana kreativiti berkembang maju, perspektif baharu di alu-alukan dan idea adalah penting. Satu pasukan di mana semua orang terlibat dalam permainan.

Job Title: Surveillance Agent, FanCare 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  

 

 

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
  • Ceative, 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. 

 

 



Tentang Electronic Arts
Kami berbangga mempunyai portfolio permainan dan pengalaman yang luas, lokasi di seluruh dunia dan peluang merentasi EA. Kami menghargai kebolehsuaian, ketahanan, kreativiti dan sifat ingin tahu. Daripada kepimpinan yang menyerlahkan potensi anda, kepada mewujudkan ruang untuk pembelajaran dan membuat uji kaji, kami memperkasakan anda untuk melakukan kerja-kerja yang hebat dan mengejar peluang untuk pertumbuhan.

Kami mengambil pendekatan yang holistik dengan program manfaat kami, memberi tumpuan kepada fizikal, emosi, kewangan, kerjaya, dan kesejahteraan komuniti untuk menyokong kehidupan yang seimbang. Pakej kami disesuaikan untuk memenuhi keperluan setempat dan mungkin merangkumi perlindungan penjagaan kesihatan, sokongan kesejahteraan mental, simpanan persaraan, cuti bergaji, cuti keluarga, permainan percuma dan banyak lagi. Kami memupuk persekitaran di mana pasukan kami sentiasa boleh membawa pengalaman terbaik mereka.

Electronic Arts adalah majikan peluang yang sama rata. Semua keputusan pekerjaan dibuat tanpa mengambil kira kaum, warna kulit, asal negara, keturunan, jantina, identiti atau penzahiran jantina, orientasi seksual, umur, maklumat genetik, agama, kecacatan, keadaan perubatan, kehamilan, status perkahwinan, status keluarga, status veteran, atau mana-mana ciri lain yang dilindungi oleh undang-undang. Kami juga akan mempertimbangkan pemohon pekerjaan berkelayakan yang mempunyai rekod jenayah selaras dengan undang-undang yang berkenaan. EA juga menyediakan tempat tinggal di tempat kerja untuk individu yang berkelayakan dengan kecacatan seperti yang dikehendaki oleh undang-undang yang berkenaan.