ZeniMax Jobs

Contract Social Engagement Analyst

Division: ZeniMax Online Studios | Department: Customer Support | Location: Hunt Valley , MD, US

A Contract Social Analyst works with our online communities and official social media channels. You are responsible for fostering a safe and constructive environment for our players, and providing help to our customers so that they can enjoy our products. In addition to assisting the community directly, you will also assist other internal teams, and help maintain the platforms for Community Team and Customer Support initiatives. We offer a fun, exciting, and challenging environment in one of the most energizing gaming organizations in the industry! This is a contract position.

 

Responsibilities:

Social Analysts specialize in offering support and/or community moderation. Please indicate in your cover letter the specialization for which you are most interested.

Moderator Specialization

  • Read, moderate, and respond to postings made by our community on Bethesda.net and other Bethesda forums
  • Maintain consistent enforcement of the code of conduct, and educate members on community expectations
  • Participate in the design and launch of new customer initiatives for the forums and Mods
  • Report and analyze online content and sentiment
  • Assist with internal projects to improve the quality and efficiency of our work
  • Perform other duties as assigned by supervisor

Support Specialization

  • Read, moderate, and respond to postings in the Bethesda social networking outlets and/or forums in order to provide great customer support

  • Educate and inform players accurately and proactively about game-related technical issues and service outages

  • Report trending issues and relevant feedback

  • Investigate open topics with other teams at Bethesda

  • Assist with internal projects to improve the quality and efficiency of our work
  • Perform other duties as assigned by supervisor

 

Requirements:

  • Have previous experience operating professional social media channels, moderating forums, or managing other online communities
  • Have a demonstrated ability to analyze and report customer sentiment
  • Are able to consistently execute good independent judgment, organize thoughts, and make decisions under time constraints and a full workload
  • Have strong motivation and a high level of commitment
  • Actively seeks opportunities for team improvement
  • Have a talent for building rapport with a community
  • Have excellent customer service skills
  • Can diligently follow up on open projects and tasks  

  • Have strong time-management and organization skills
  • Possess excellent teamwork skills, and are also able to work well independently
  • Ability to work well with people of different languages and cultures
  • Possess a strong attention to detail
  • Are able to work evening and weekend shifts as required by the business
  • Have a vision for the future of gamer social interactions
  • Have in-depth knowledge of Bethesda games, and a passion for video gaming
  • Have strong written and verbal communications skills in English

 

Desired:

  • Previous customer service, community management, or public relations experience
  • Experience in a role that deals with the gaming community
  • Experience with social monitoring tools
  • Experience with forum administration or similar “backend” community work
  • Enjoy making game mods, or are an avid consumer of content created by other players
  • Enjoy competitive games, of any genre, and participate in their online communities
  • Have managed or contributed to wikis, or other collaborative knowledge solutions
  • Expertise with Twitter
  • Fluency in additional languages, spoken or written

How to Apply

To apply for this position you will be redirected to the job submission form at Taleo.com, our third-party applicant tracking system. While Taleo.com is not hosted by ZeniMax Media and does not fall under our Privacy Policy, only employees of our Human Resources department will be able to view your submitted information. Information collected via the job submission form is subject to Taleo.com’s privacy policy.

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