Surveillance Desk Agent

Job Description

Surveillance Desk Agent Electronic Arts Hyderabad, India

Job Title: Surveillance, WWCE Incident Management

#WeAreEAand 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.

We're looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusionby creating a place where you can come to work and be yourself.

And we want you to join us. We're hiring Surveillance Desk Agents for our Incident Management Team.

This entry level position will kick start your career with EA. You will be part of EA's Customer Experience organisation. The Customer Experience organisation strives to make EA known for taking care of its players. We're players taking care of players and people talking to people – whenever, wherever, and however they need us.

The Surveillance reports to the Sr. Manager of the WWCE Incident Management and manages all incidents within Customer Experience. You will work with your colleagues in Europe and North America to manage daily live service, business continuity and crisis management, Service level agreements and Measurements.

You'll need to build relationships with relevant teams and partners through in person meetings, writing and chat communications in the business.

So how does the Surveillance make great experiences for players? They:
• Take Real-time actions based on monitoring and system alerts.
• Use social listening tools to inform necessary teams of events.
• Produce essential daily reports.
• respond to surveillance group tickets.
• Mass respond to EA's community of players.
• Implement continuity plans where applicable.
• Provide timely communication to the business about business health using relevant status reporting.
• Communicate essential messages to all areas of the operation through performance calls, daily syncs, and the maintenance of regular phone/email/face-to-face contact.
• Contact supporting teams to ensure actions are being taken as swiftly as possible.

If you're interested you'll need these essential items:
• 2 years Customer service or service desk experience
• Experience working in a contact centre environment (video game industry ).
• The ability to remain focused in a chaotic environment.
• Independent worker
• Reliable attendance
• Team-oriented
• Speak in small groups
• excellent written and verbal communication skills
• Proficiency in MS Office (Word, Excel, Outlook, and PowerPoint)
• detail-oriented and able to organise multiple tasks
• high tolerance for performing well under pressure
• Quick learner with outgoing, engaging personality
• Additional Information
• Incident Management Surveillance is an essential function and may require shift work including evenings, weekends, holidays, and overtime.

Compensation and Benefits: EA offers a great compensation package and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long-term disability protection, and games.

Jobcode: Reference SBJ-rbmeoe-18-221-165-246-42 in your application.