Electronic Arts

Escalated Care Specialist-Tier 2

Are you passionate about creating great experiences for our fans?

EA’s Fan Care organization exists to help the world to play. We help our players wherever they are, whenever they need, get the most from their games. We aim to make EA known for taking care of its players.

And we'd like you to join us. We're hiring an Escalated Care Specialist

In this role, you’ll be part of the Live Fan Care Delivery Escalations team. Your focus is on providing care and recovering experiences for our fans and internal business partners. You take ownership of issues and play an active role in driving resolution, identifying issues, and creatively solving problems. You handle sensitive and complex customer issues.  

You are enthusiastic about recovering fan experiences and finding solutions to problems. You are comfortable challenging the status quo and working with others to continuously improve our fan service. You have a track record of exceeding expectations and meeting objectives and enjoy a fast-paced, dynamic work environment

Responsibilities

• Serve as an escalation point for Tier 1 advisors for issues that require higher-level support.
• Follow account investigation processes, procedures, and associated tool usage requirements.
• Troubleshoot customer issues with advisors across all labels and channels in a live chat environment and educate them on the cause and solution for the contact.
• Support customer requests related to GDPR and Privacy collaboration with the EA legal department. 
• Proactively engage with fans who have had a broken help experience with us to recover their experience with EA. 
• Resolve complaints and warranty issues.  
• Go above and beyond when resolving fan issues.
• Engage with relevant departments and partners as part of the escalation and resolution process and be an advocate for our fans and advisors.                                    
• In cases where you can't resolve, escalate to the next Tier.                                                        
• Work to agreed SLAs.
• Provide  a superior standard of communication with fans and internal departments.
• Maintain exemplary quality standards.

Additional Information:

If you’re interested in this role, you’ll need these skills or experiences:

• Minimum of 5 years experience in the contact center business 
• Strong understanding of Live Fan care processes and workflows
• Experience in handling escalated issues
• Written and verbal communication skills that are exceptional and professional
• Team-oriented operating style 
• Creative problem solver
• Detail-oriented, with strong organizational and follow-up skills, able to handle multiple tasks at once
• An ability to be flexible and adapt to change