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 powerful brands, including EA SPORTS, Battlefield, Apex Legends, The Sims, and many more, we are bringing joy to millions of players worldwide. Join our team and help us inspire the world to play!
Job Description
We are seeking a highly experienced and dedicated EA Games Support III specialist to join our remote team. This role is crucial for providing advanced technical assistance and exceptional customer service to our global player base. As a Tier III support professional, you will handle complex issues that require in-depth knowledge of EA’s games, platforms, and services, acting as an escalation point for lower-tier support and contributing to our knowledge base. This is a 100% remote position, allowing you to work from anywhere in the specified region.
Key Responsibilities
- Provide advanced troubleshooting and resolution for complex player issues across various EA titles and platforms (PC, console, mobile).
- Act as an escalation point for Tier I and Tier II support agents, offering expert guidance and solutions.
- Investigate, diagnose, and resolve technical issues related to game functionality, connectivity, account management, and payment processing.
- Collaborate with game development teams, quality assurance, and product managers to identify root causes of persistent issues and contribute to long-term solutions.
- Document detailed case notes, solutions, and contribute to the internal knowledge base to improve team efficiency and player self-service.
- Monitor emerging game issues and trends, proactively escalating critical problems to relevant departments.
- Participate in training and mentoring of junior support staff, sharing best practices and complex problem-solving strategies.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
Required Skills
- Minimum of 3 years of experience in a Tier II or Tier III customer support role within the gaming industry or a highly technical environment.
- In-depth knowledge of PC, console (PlayStation, Xbox, Nintendo Switch), and mobile gaming platforms.
- Demonstrated expertise in troubleshooting complex technical issues, including network connectivity, software conflicts, and hardware compatibility.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Strong problem-solving abilities and a methodical approach to issue resolution.
- Proficiency with CRM software and support tools (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and manage time effectively in a remote work environment.
- Passion for video games and a strong understanding of the gaming community.
Preferred Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Experience with database queries (SQL) or data analysis for issue identification.
- Familiarity with game development cycles and common development tools.
- Certifications in IT support or customer service.
- Multilingual abilities, particularly in Spanish, French, or German.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) with company match.
- Employee stock purchase plan.
- Free access to EA games and exclusive discounts.
- Professional development opportunities and training.
- Flexible remote work environment.
- Wellness programs and employee assistance.
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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