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Senior Escalated Care Specialist (Tier 3)

Senior Escalated Care Specialist - T3

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 a Senior Escalated Care Specialist

In this role, you’ll be part of the Live Fan Care Delivery Escalations team. You will provide the highest tier care and expertise to our fans and executive teams who have complex or unique needs. Your goal is recovering fan experiences, and being the best of the best, known for going above and beyond.

Your focus is on making things right for our most valued fans, appropriately challenging our current processes and policies, and driving change across the broader Fan Care organization through continuous improvement, excellent communication, and relationship building.

You are enthusiastic about recovering fan experiences and finding solutions to problems. You are comfortable challenging the status quo and working with others to continuously improve our fan service. You have a track record of exceeding expectations and meeting objectives and enjoy a fast-paced, dynamic work environment.

Responsibilities

• Prioritise and handle sensitive and complex executive escalations through to resolution.
• Provide help to our most high-profile and valued fans.
• Work to agree SLAs and Priority Matrices.
• Provide exemplary standards of communication and support to our executives.
• Use knowledge and critical thinking to handle complex problems related to specific products or services.
• Collaborate effectively with teams in Fan Growth and across EA for comprehensive issue resolution. (Legal, Studio, Security)
• Contribute to the development of internal processes, documenting resolutions and best practices.
• Provide proactive support to our fans who have broken support experiences via multiple channels.

Additional Information:

If you’re interested in this role, you’ll need these skills or experiences:

• Minimum of 5 years experience in the contact center business
• Strong understanding of Live Fan care processes and workflows
• Experience in handling escalated issues to senior-level executives
• Experience working with departments outside of Fan Care
• Written and verbal communication skills that are exceptional and professional
• Team-oriented operating style
• Creative problem solver
• Detail-oriented, with strong organizational and follow-up skills, able to handle multiple tasks at once
• An ability to be flexible and adapt to change