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Job Field: Legal Jobs
Location: Redwood City, CA
Salary: $Depending on experience

JOB SUMMARY:

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<tr><td valign="top" width="450"><b>DESCRIPTION/RESPONSIBILITIES
This is a CONTRACT position
Job Description Live Operations Specialist
EAs Origin team is currently searching for Live
Operations Specialists. Youll be joining a fast-
paced team that supports our Origin gaming
platform and community. You will be on the front
lines solving problems for external customers,
internal EA partner teams, and service providers.
Youll manage incidents submitted for live
support, from initial investigation through to
closure.
You will partner closely with EAs Global Customer
Experience team, taking over when issues require
deeper diagnosis or broader knowledge. You will
also work closely with the Origin System
Operations team to determine overall health and
quality of the service, and resolve or escalate
issues when they arise. You will be on the
bleeding edge of EAs growth in the digital space
and you will be an integral part of every new PC
game EA brings to market.
To be successful, the Live Operations Specialist
must possess strong technical skills and the
ability to diagnose complex problems. The ideal
candidate must be highly motivated, a pro-active
thinker, able to multitask, fearless and patient,
and possess excellent communication skills.
Please note While core hours are M-F 9-6, this
position will require occasional weekend, evening
and overnight or on-call shifts during key product
launches, so flexibility in scheduling is
critical.
Responsibilities
* Your primary responsibility is to seize issues
that come into our world from a variety of
channels and drive them to resolution or hand off.
You work directly with internal and end-user
customers to troubleshoot and resolve issues.
* Document issue archetypes that can be shared
amongst EA to drive resolution of issues that may
touch a broad range of systems inside of EAs
infrastructure.
* Assist our leads with range of production
related tasks including issue tracking and
generating reports, be willing to jump in and take
tasks over and drive them to completion!
* Take ownership of one or more workflows in the
overall Live Operations service, formalize,
documents, drive process improvement,
metrics/tracking, automation. We want you to own
and grow!
* Listen to and act as an advocate for the Origin
community. Surface issues to the production team
and develop compelling cases as to why a change
should be made or a fix should be implemented.
* Contribute to Origins social and forum
channels and engage in conversation with our
followers to ensure that they have the best
possible experience.
* Partner with EA Customer Experience and Origin
Community Management to maximize information flow
on upcoming release, promotions, or other
activities.
Qualifications and Skills
* Have an ability and willingness to self-start
and take on tasks that benefit the team. Dont
wait for us to ask you, get in and do it!
* Be diligent in taking a task from beginning to
end!
* Be able to understand complex workflows across
multiple systems and be able to understand at what
point in the workflow something has broken down.
* Patience while in the eye of the storm or when
handling the case of an angry customer!
* Strong communication skills, and
professionalism is a must!
* Be Fearless! Have a willingness to pick up the
phone and call others within the organization you
may have no idea who they are to drive to a
result!
* Strong organizational skills, please!
* Possess an analytical approach to problem
solving!
* Have a strong understanding of web concepts and
technologies and an ability to comprehend complex
cross functional technologies and dependencies!
* Familiarity with common Windows networking
concepts proxy settings, firewalls, ping.
* Must be available to adjust work schedule based
on product launches / product releases!

KEY REQUIREMENTS:

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1 year Bachelors degree