Customer Experience Advocate

Customer Experience Advocate

You will be part of EA's Fan Care organization. EA's Fan Care organization exists to help our fans get the most fun from their games. From onboarding new players to getting them back in the game when they have issues, we support fans across their EA experiences and keep them safe online. We value people who bring new ideas and perspectives to make Fan Care a great place to be and be from. We celebrate diversity and inclusion. It's just as important for us to create great experiences for our people as for our players. We're looking for people who will show up excited to work and ready for fun.

You will report to our Team Manager and work in a hybrid capacity. You are required to work from the office a minimum of 2 days per week.

You will be assigned to one of our three rotating shifts. Week-offs will also rotate, ensuring that you have equitable time off while covering the required operational hours.

Responsibilities

• Provide exceptional customer service to EA Mobile players with focus on Fan satisfaction & retention.
• Advocate for EA Mobile Fans and communicating fan feedback through relevant channels.
• Lead daily scrum calls to discuss progress, challenges & updates.
• Analyze & report on any fan effecting issues to relevant teams and follow service level agreements.

Qualifications

• Technical skills
• Exposure or knowledge about different Mobile ecosystems.
• Helpshift/Salesforce/Jira experience is a plus.
• Soft skills
• Proficiency and mastery over the English language, both written and spoken.
• Others
• Ability to manage multiple projects/titles.
• Have customer-centric approach with sensible decision-making skills.
• 0 to 3 years of experience