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 like EA SPORTS™, Battlefield™, Apex Legends™, The Sims™, and many others, we bring worlds to life and inspire players through immersive experiences. Join our team dedicated to connecting the world through play.
Job Description
Are you passionate about video games and ready to take your customer service skills to the next level? Electronic Arts is looking for a dedicated EA Games Support Pro who is eager to grow into a Team Lead role. In this position, you will be the frontline hero for our players, resolving their issues, providing exceptional support, and ensuring a positive gaming experience. This role is designed for individuals with a strong work ethic, excellent problem-solving abilities, and a natural leadership inclination. We offer a clear pathway for advancement, providing training and mentorship to help you transition into a Team Lead, where you’ll guide a team of support specialists.
Key Responsibilities
- Provide expert support to players across various EA titles via multiple channels (chat, email, phone).
- Diagnose and resolve complex technical issues, account problems, and gameplay inquiries.
- Document customer interactions and solutions accurately in our CRM system.
- Collaborate with internal teams (e.g., development, QA) to escalate and resolve player issues.
- Identify trends in customer feedback to suggest improvements for games and support processes.
- Participate in ongoing training and development programs for leadership and technical skills.
- Mentor new support specialists and assist with their onboarding (as part of advancement track).
- Contribute to a positive team environment focused on player satisfaction and continuous improvement.
- Maintain up-to-date knowledge of EA's game titles, services, and support tools.
Required Skills
- Minimum 1 year of experience in customer service or technical support, preferably in a fast-paced environment.
- Demonstrated passion for video games and a basic understanding of gaming platforms (PC, console, mobile).
- Excellent written and verbal communication skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently and as part of a team.
- Proficiency with common office software and CRM systems.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's or Bachelor's degree in a relevant field.
- Previous experience in a gaming or entertainment industry support role.
- Experience with coaching, mentoring, or leading small projects.
- Familiarity with various operating systems and basic networking concepts.
- Ability to speak multiple languages is a plus.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) matching program.
- Generous paid time off and holidays.
- Free access to EA games and content.
- Employee assistance program.
- Opportunities for professional development and career advancement.
- Vibrant and inclusive company culture.
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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