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通用信息

地点：Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia 
角色 ID
213668
工作人员类型
Regular Employee
工作室/部门
Fan Growth
弹性工作安排
Remote

Description & Requirements

Electronic Arts 打造更高层次的娱乐体验，激励世界各地的玩家和粉丝。在这里，每个人都是故事的主角。活跃社群，畅联全球。这里充满创造力，鼓励新观点，注重好创意。这是一支人人都能让游戏成为现实的团队。

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. 

 

 



Electronic Arts
我们拥有全面的游戏组合和丰富的体验，在世界各地设有分支机构，而且在整个 EA 提供大量机会。我们非常重视适应能力、韧性、创造力和好奇心。我们提供领导岗位让您发挥潜力，为学习和尝试提供空间，赋能您出色地完成工作并寻求成长的机会。

我们对福利计划采用整体方法，强调身体、情感、财务、职业和社区健康，以支持平衡的生活。我们的套餐专为满足当地需求而量身定做，可能包括医疗保险、心理健康支持、退休储蓄、带薪休假、家事休假、免费游戏等。我们营造和谐的环境，让各个团队始终都能尽展所能。

Electronic Arts 是一个注重机会平等的雇主。在聘用员工时不会考虑其种族、肤色、国籍、血统、生理性别、社会性别、性别认同或表达、性取向、年龄、遗传信息、宗教、身心障碍、医疗状况、怀孕状况、婚姻状况、家庭状况或兵役状况，或任何受法律保护的其他特征。我们也会遵守相关法律，考虑招聘有过犯罪记录的合格应聘者。EA 还会根据适用法律的要求，为合资格的残障人士提供工作场所的便利。