So how does the Social Specialist make great experiences for playersThey: Be part of a team focused on assisting players in need, by identifying problems and finding solutions in real-time Be an informed and experienced trouble shooter, working with thousands of gamers daily on multiple channels ensuring that every experience is positive, and reflects EA s brand and mission Provide support through EA s @EAHelp channel and monitor activity across multiple social channels including Facebook and Twitter Work with broader Customer Experience, Studio and Executive team members during peak periods to ensure players receive the best experience possible Participate in daily update meetings with the team, providing insight on top contact drivers, process enhancements and social support needs and ideas Advocate for our players in identifying improvements to the EA Support business As volumes and business conditions demand, this role may also be called upon to engage players through other social channels, and in partnership with marketing and EA community teams to promote brand loyalty and positive community support for EA s products Required Skills 2+ Years of game support, including gameplay, technical and account troubleshooting for various platforms and devices Must be fluent in English Professional experience with community and social platforms Highly developed verbal and written communication skills Expertise in writing, editing and public content creation. Ability to follow appropriate performance metrics, including SLAs and resolution percentages Ability to keep calm and collected even during periods of high pressure Flexibility to work shift and non-standard hours and days of the week Demonstrate excellent typing and data entry skills Desirable : Experience with multiple social media channels and communities, blogs, and YouTube Technically Sound with a focus on multi-platform solutions (PC/Mac, Console, Handheld and Mobile devices) Additional fluency in other languages is a welcome bonus In-depth knowledge of and passion for EA games Appropriate mix of gamer mentality .

Tagged as: Blogs, Content Creation, Customer Experience, Data Entry, Editing, Mobile Devices, Social Media, Typing, Writing, Written Communication

Job Overview
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