Premium Care Specialist

Job Description

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

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.

About Electronic Arts

We're proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.

We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life. Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more. We nurture environments where our teams can always bring their best to what they do.

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. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Jobcode: Reference SBJ-6k7q7j-18-97-9-174-42 in your application.