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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 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