Consultation Specialist

Location: Austin, Texas, United States

Notice

This position is no longer open.

Requisition Number: 156549

Position Title: Customer Experience Rep III

External 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 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

 

City:

State:

Community / Marketing Title: Consultation Specialist

Company Profile:

Electronic Arts Inc. is a leading global interactive entertainment software company. EA delivers games, content and online services for Internet-connected consoles, personal computers, mobile phones and tablets.

EEOText: EA 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 for 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.

Date Opened: 2019-07-17 16:14:46.723

EEO Employer Verbiage:

EA 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 or veteran status. We will also consider for employment qualified applicants with criminal records in accordance with applicable law.

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