: Senior Escalated Care Specialist (Tier 3)

  • Location: Hyderabad, Telangana, India
  • Requisition Number: 183201
  • Remote Position: No

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

Senior Escalated Care Specialist – T3

Are you passionate about creating great experiences for our fans?

EAs 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 a Senior Escalated Care Specialist.

In this role, youll be part of the Live Fan Care Delivery Escalations team. You will provide the highest tier care and expertise to our fans and executive teams who have complex or unique needs. Your goal is recovering fan experiences and being the best of the best, known for going above and beyond.

Your focus is on making things right for our most valued fans, appropriately challenging our current processes and policies and driving change across the broader Fan Care organization through continuous improvement, excellent communication, and relationship building.

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

  • Prioritize and handle sensitive and complex executive escalations through to resolution.
  • Provide help to our most high-profile and valued fans.
  • Work to agree SLAs and Priority Matrices.
  • Provide exemplary standards of communication and support to our executives.
  • Use knowledge and critical thinking to handle complex problems related to specific products or services.
  • Collaborate effectively with teams in Fan Growth and across EA for comprehensive issue resolution (Legal, Studio, Security).
  • Contribute to the development of internal processes, documenting resolutions and best practices.
  • Provide proactive support to our fans who have broken support experiences via multiple channels.

Additional Information

If youre interested in this role, youll 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 to senior-level executives.
  • Experience working with departments outside of Fan Care.
  • 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.
  • Ability to be flexible and adapt to change.

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe. Were looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Tagged as: Business, Communication, Creative, Critical Thinking, Imagination, legal, Problem, Relationship Building, Requisition, Security, Verbal Communication Skills, Workflows

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