22 Oct
Electronic Arts Games (India
Secunderabad
Job Description
: TOS Administrator II
Location: Hyderabad, Telangana, India
Requisition Number: 185926
Can this position be remote?: No
Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.
Terms of Service (TOS) Administrator
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.
The Terms of Service Team is responsible for enforcing the Terms of Service Agreement consistently across all of EAs products and also ensuring that any action disputes are investigated and reviewed in line with the policies and procedures. The Team is aiming to provide a gaming environment that is safe and highly enjoyable for all our customers by making sure everyone is following the same set of rules.
So how does a TOS Administrator create a great experience for players? They:
- Build and cultivate a positive customer experience, through the elimination and mitigation of negative and aggressive players from our customer base
- Meet and exceed upon all set KPIs in productivity, adherence, quality and accuracy
- Review and investigate reports of infracting player behaviour in line with Terms of Service policies & procedures
- Investigate and process account penalty disputes in full compliance with the dispute procedure
- Ensure consistency and coherency whilst complying with all Terms of Service internal and external procedures
- Provide support to other departments/studios through handling scheduled requests
- Complete ad hoc reports and/or projects as required
- Analyse game anomalies and report as required
- Complete threat and risk assessments on product functionalities and behavioural trends
- Act as a point of contact for Terms of Service-related issues
- Be proactive in developing your industry knowledge
- Act as a champion for Customer Service that exceeds in quality
- Perform any other duties as assigned by the Team Manager
If youre interested in this role, youll need these skills or experiences:
- A minimum 2 years of Customer Service-related experience.
- Excellent Customer Service skills with proven quality track record.
- Exceptional and professional communication skills; both verbal and written.
- Ability to interact with a wide range of people across departments and build strong positive relationships.
- Intermediate to advanced Microsoft Office skills.
Person Specification:
- Team player with a positive attitude.
- Strong emotional resilience to offensive and otherwise objectionable content.
- Ability to build strong bonds with colleagues to foster open, honest and candid communication.
- Ability to multi-task and maintain organization in a fast-paced, changing environment.
- Customer focused with solid relationship management skills with an ability to influence others.
- Highly organised and results orientated.
About Electronic Arts
Were proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.
We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support a balanced life with paid time off and new parent leave, plus free games and so much more. We nurture environments where our teams can always bring their best to what they do.
Electronic Arts is an equal opportunity employer.
All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.
▶️ TOS Administrator II
🖊️ Electronic Arts Games (India
📍 Secunderabad