Consultation Specialist

Job Description

The Gig

Consultants provide live chat support to EA's global advisor population. They are a T2 level team who handle internal queries from the T1 advisors that provide global support to our players. Consultants are considered to be Subject Matter Experts (SME's) across many products and areas and act as champions for Consultation, Advisors globally and Player Experience. Consultation serves as a live information network, linking advisors to the knowledge and resources necessary to maximize first contact resolution.

What We Need
• Troubleshoot customer issues with advisors across all labels and channels in a live chat environment
• Educate advisors on the root cause and solution for the contact they're handling and guide them on how to address it
• Follow incident management processes, procedures, and associated tool usage requirements
• Engage the relevant departments and stakeholders as part of the escalation and resolution process
• Work with advisors of varying levels of experience under varying time constraints
• Participate in continuous improvement and in building our knowledge base
• Escalate potential bugs to Game Experts or process feedback to Process where applicable
• Communicate with internal and external departments and advisors, to report on status and resolution of issues

What You Have
• Strong communication skills with verbal and written fluency in English
• Excellent customer service focus and be committed to providing a AAA experience to EA customers
• Accustomed to working in an SLA driven environment and motivated to achieve personal and team KPI's
• Technical troubleshooting skills
• Process and product knowledge across EA's catalog of support
• Previous gaming experience an advantage but not essential
• Flexible regarding work rotating shifts and late night hours
• Ability to anticipate the consequences of important decisions and take appropriate action
• Proactively share ideas and listen openly to different perspectives and opinions
• Work together with colleagues to ensure Consultation rooms are managed/staffed
• Positive attitude and is eager to help others
• Troubleshooting and root cause analysis skills
• Can guide advisors to resolve the issue they're dealing with themselves
• Ability to handle stressful situations and high contact volumes
• Soft skills and ability to patiently deal with a wide variety of people

Jobcode: Reference SBJ-gqwe6g-18-221-187-121-42 in your application.