About the Company
Electronic Arts (EA) is a global leader in digital interactive entertainment. We develop and deliver games, content, and online services for Internet-connected consoles, mobile devices, and personal computers. Through our deep expertise in gaming technology and our passion for creating immersive experiences, we connect hundreds of millions of players worldwide. Join our team and help us shape the future of interactive entertainment.
Job Description
Are you a passionate gamer with exceptional problem-solving skills and a natural ability to help others? Electronic Arts is looking for a dedicated EA Games Support Pro to join our dynamic team in Long Beach. This isn’t just a support role; it’s a launchpad for your career, with a clear path to advancement into a Team Lead position. You’ll be the first line of defense for our players, providing expert assistance, troubleshooting complex issues, and ensuring a world-class gaming experience. As you master your craft, you’ll be mentored and trained for leadership, taking on responsibilities like coaching peers, escalating complex issues, and contributing to team strategy.
Key Responsibilities
- Provide exceptional customer support to EA players through various channels (chat, email, phone) for a wide range of game-related issues.
- Diagnose and resolve technical issues, account problems, billing inquiries, and in-game challenges efficiently and accurately.
- Document interactions and solutions meticulously in our CRM system.
- Stay up-to-date with new game releases, patches, and support policies.
- Identify trends in customer issues and provide feedback to product and development teams.
- Proactively seek opportunities to improve player satisfaction and support processes.
- Participate in training and development programs geared towards leadership and team management.
- Assist in the onboarding and training of new support representatives as you progress.
- Handle escalated player concerns with professionalism and a resolution-focused mindset.
Required Skills
- Minimum 2 years of experience in a customer service or technical support role, preferably in the gaming or tech industry.
- Deep passion for video games and familiarity with EA titles and gaming platforms (PC, console, mobile).
- Excellent written and verbal communication skills.
- Strong problem-solving and analytical abilities.
- Ability to empathize with players and de-escalate difficult situations.
- Proficiency with CRM software and general computer systems.
- Ability to work effectively in a fast-paced, team-oriented environment.
Preferred Qualifications
- Bachelor's degree in a related field or equivalent practical experience.
- Previous experience with a customer support platform like Zendesk, Salesforce Service Cloud, or similar.
- Experience in mentoring, coaching, or leading small teams.
- Knowledge of multiple languages (beyond English).
- Technical troubleshooting experience with networking, hardware, or software.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off and holidays.
- Employee assistance program.
- Access to the latest EA games and exclusive content.
- Professional development opportunities and leadership training.
- Dynamic and collaborative work environment.
- On-site fitness center and wellness programs.
- Regular team events and social gatherings.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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