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Consultation Specialist
4 years ago
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
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