Contract Social Engagement Analyst - Online Studios

Job Type:
Areas of Expertise:
Technical and Customer Support
Hunt Valley
Zenimax Media Inc.
Job Ref:

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.

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 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

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

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

Contact Details:
Zenimax Media Inc.
Tel: (301)-948-2200
Fax: (301) 926-8010
Contact: Recruitment Team

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