Senior Escalated Care Specialist
3 days ago
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 changeAbout Electronic Arts
Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.
We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.
Electronic Arts 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 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.
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