Consultation Specialist

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 a multitude of products and areas and act as champions for Consultation, Advisors globally & 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

·         Effectively communicate with internal and external departments as well as advisors, to report on status and resolution of issues

What You Have               

The ideal Consultant will possess: 

·         Must have strong communication skills with verbal and written fluency in English

·         Must have an excellent customer service focus and be committed to providing a AAA experience to EA customers

·         Accustomed to working in an SLA driven environment and driven to achieve personal and team KPI’s

·         Strong technical troubleshooting skills
Strong process and product knowledge across EA’s catalogue of support

·         Previous gaming experience an advantage but not essential

·         Flexible in terms of work rotating shifts and late night hours

·         Able to make sound and informed decisions in a timely manner that are based upon a mixture of analysis, experience and judgment.

·         Able to anticipate the consequences of critical decisions and take appropriate action

·         Able to communicate effectively across all mediums and provide timely and relevant information, keeping others informed

·         Proactively share ideas and listen openly to different perspectives and opinions
Work together with colleagues to ensure Consultation rooms are appropriately managed/staffed at all times

Person Specification

·         Self-starter, able to take the initiative and work independently, but equally a good team player

·         Displays a positive attitude and is eager to help others

·         Strong troubleshooting and root cause analysis skills

·         Be able to educate and guide advisors to resolve the issue they’re dealing with themselves

·         Results orientated and highly motivated team player

·         High work standards and ethos

·         Ability to handle stressful situations and high contact volumes
Strong soft skills and ability to patiently deal with a wide variety of people