Electronic Arts

You will work onsite from Bogotá, Colombia.

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

You'll be part of the Live Fan Care Escalations team. Your focus is on providing care and recovering experiences for our fans and internal partners. You take ownership of issues and help improve resolution, identifying issues, and creatively solving problems. You handle sensitive and complex customer issues.

You are enthusiastic about recovering fan experiences. You are comfortable challenging the status quo and working with others to improve our fan service. You have experience exceeding expectations and meeting goals and enjoy variety in your work.

Responsibilities:

• Be a 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.

• 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 Service level agreements.

• Provide a high standard of communication with fans and internal departments.

• Maintain quality standards.

Qualifications:

• Minimum of 5 years of experience in a contact center business in consumer products

• Experience with live contact processes and workflows

• Experience handling escalated issues

• Team-oriented operating style

• Able to handle multiple complex live customer contacts at once

• Fluent in English, both verbal and written.