GENERAL INFORMATION

Locations: Galway, Ireland
Role ID
210128
Worker Type
Regular Employee
Studio/Department
Fan Growth
Work Model
Hybrid

DESCRIPTION & REQUIREMENTS

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

IN THIS ROLE YOU WILL BE EXPECTED TO:

• Build and cultivate a positive customer experience, through the elimination and mitigation of negative and aggressive players from our customer base
• Test and report on new experiences for our Fans
• Meet and exceed upon all set KPIs in productivity, adherence, quality and accuracy
• Review and investigate reports of infracting player behaviour in line with Moderation policies & procedures
• Investigate and process penalty disputes in full compliance with the dispute procedure
• Ensure consistency and coherency whilst complying with all Moderation internal and external procedures
• Provide support to other departments/studios through handling scheduled requests
• Complete ad hoc reports and/or projects as required
• Analyse game anomalies and report as required
• Complete threat and risk assessments on product functionalities and behavioural trends
• Act as a point of contact for Terms of Service Moderation related issues
• Be proactive in developing your industry knowledge
• Act as a champion for Customer Service Moderation that exceeds in quality
• Perform any other duties as assigned by the Team Manager

IF YOU ARE INTERESTED IN THIS ROLE, YOU’LL NEED THESE SKILLS AND EXPERIENCES:

• Thrive in a fast moving and changing environment.
• A track record of delivering to highest operational performance standards.
• A track record of excelling in support roles.
• Critical thinker with strong analytical skills & experience.
• Exceptional and professional communication skills
• An appetite for innovation.
• Track record of taking initiative and owning issues and their resolution.
• A solid understanding of Discord and other gaming social platforms.