Surveillance Agent

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.