TOS Administrator II

We’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

And we want you to join us. We’re hiring a TOS Administrator.

The Terms of Service Team is responsible for enforcing the Terms of Service Agreement consistently across all of EA’s products and also ensuring that any action disputes are investigated and reviewed in line with the policies and procedures. The Team is aiming to provide a gaming environment that is safe and highly enjoyable for all our customers by making sure everyone is following the same set of rules.

So how does a TOS Administrator create a great experience for players? They:

• Build and cultivate a positive customer experience, through the elimination and mitigation of negative and aggressive players from our customer base

• Meet and exceed upon all set KPIs in productivity, adherence, quality and accuracy

• Review and investigate reports of infracting player behaviour in line with Terms of Service policies & procedures

• Investigate and process account penalty disputes in full compliance with the dispute procedure

• Ensure consistency and coherency whilst complying with all Terms of Service 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-related issues

• Be proactive in developing your industry knowledge

• Act as a champion for Customer Service that exceeds in quality

• Perform any other duties as assigned by the Team Manager

If you’re interested in this role, you’ll need these skills or experiences:

• A minimum 2 years of Customer Service-related experience.

• Excellent Customer Service skills with proven quality track record.

• Exceptional and professional communication skills; both verbal and written.

• Ability to interact with a wide range of people across departments and build strong positive relationships.

• Intermediate to advanced Microsoft Office skills.

Person Specification:

• Team player with a positive attitude.

• Strong emotional resilience to offensive and otherwise objectionable content

• Ability to build strong bonds with colleagues to foster open, honest and candid communication.

• Ability to multi-task and maintain organization in a fast paced, changing environment.

• Customer focused with solid relationship management skills with an ability to influence others.

• Highly organised and results orientated.

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.