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Player Experience and Community Specialist

We are EA

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

Tracktwenty Studio

Tracktwenty is an Electronic Arts mobile game studio based in the center of Helsinki, and with members in locations such as Bucharest and Hyderabad. The studio brought SimCity BuildIt to mobile and tablet, and the game has more than 200 million installs to date.

The Challenge Ahead

We are looking for a Player Experience Specialist for our Bucharest office to join SimCity BuildIt's game team of passionate professionals. Reporting to the Live Producer, this role will be embedded in our studio game team, as well as partner with other cross-functional groups around the world, to ensure a consistent, high-quality player experience inside and outside of our game.

Responsibilities:

• Act as the main point of contact for customer support related matters for SimCity BuildIt.
• Partner closely with Customer Experience team to maintain dialogue about the game status.
• Monitor incoming customer support tickets - the "pulse" of the game.
• Detect and investigate reported issues, including cheaters, and escalate findings to the game team.
• Keep players informed about game issues and resolutions.
• Gather player feedback to let the game team know about development opportunities.
• Develop related areas of player experience in alignment with other priorities.
• Work with the game team on overall player experience.

Requirements:

• Experience from customer support in online B2C services, mobile free to play games a big plus
• Experience with customer support tools such as Helpshift, Zendesk, etc.
• Ability to objectively interpret player feedback and take appropriate actions.
• Comfortable working in a fast, dynamic environment.
• Passion for games a must.