This job might no longer be available.

Live Services Analyst

Live Service Analyst

You are part of EA's Customer Experience organization which strives to make EA known for taking care of its players. You are the Voice of the Player and provide the player perspective throughout the lifecycle of the game. You help improve the experience for players' in live services and keep partners up-to-date on the play experience. You connect Studio, Live Services, and WWCE to improve support and the play experience. You will report to the Manager, Live Services Analyst.

WWCE

EA's Worldwide Customer Experience (WWCE) organization exists to inspire the world to play. We support players across the globe in 13+ languages. We value people who will bring new perspectives to help make WWCE a great place to be and be from. We celebrate diversity and inclusion. It's just as important for us to create great experiences for our people as for our players. We're looking for people to come to the office (or Zoom meeting) excited to work and ready for some fun.

Responsibilities:

• Partner with the Game Lifecycle Managers to create the game CX Strategy and design solutions that are best for players and meet EA's and studios strategic projects;
• Learn the games you support, understand their features, the messaging, and how game play impacts the player experience;
• Work with game development teams to ensure patches, updates, or new features are built with the player experience in mind, minimizing disruption to the play experience;
• Communicate with advisors and other Customer Experience teams about game updates, promotions, or any other information needed to support our players;
• Work with studio producers to understand, collect, and analyse information needed to troubleshoot, prioritize, and resolve game issues;
• Review game data and player contact reasons to identify trends and communicate relevant updates to partners in WWCE and studio.

Qualifications:

• Technical skills
• Bachelor's degree in a related field is preferred;
• 2+ years of experience in the digital entertainment industry, working with or within teams responsible for product launches;
• Experience working with CRM solutions (like Salesforce);
• Expertise with technical issue identification (QA experience a plus);
• Experience working in a live service environment;
• Familiarity with issue tracking databases such as JAAS and DevTrack;
• Video Games industry and customer support experience is a plus.

• Soft skills
• Keep a pulse on all gaming trends and how those influence your games;
• Ask thought-provoking questions to understand how to enhance the live service experience;
• Connect the dots between what's happening in the business and how it might affect players' experience in the live environment;
• Understand how changes to the game or game integration impacts the player, the Customer Experience organization, studios, and EA;
• Are aware of studio and marketing promotional activity and broadcast that information to our support teams;
• Measure and communicate the effectiveness of live support for your game - if it's not achieving its goals, figure out why, and work cross-functionally to determine and implement a solution.