Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

You will work onsite from Bogotá, Colombia.

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 an Escalated Care Specialist. You'll be part of the Live Fan Care Escalations team. Your focus is on providing care and recovering experiences for our fans and internal partners. You take ownership of issues and help improve resolution, identifying issues, and creatively solving problems. You handle sensitive and complex customer issues. You are enthusiastic about recovering fan experiences.



You are comfortable challenging the status quo and working with others to improve our fan service. You have experience exceeding expectations and meeting goals and enjoy variety in your work.

Responsibilities
- Be a escalation point for Tier 1 advisors for issue that require higher-level support.
- Follow account investigation processes, procedures, and associated tool usage requirements.
- Troubleshoot customer issues with advisors across all labels and channels in a live chat environment and educate them on the cause and solution for the contact.
- Support customer requests related to GDPR and Privacy collaboration with the EA legal department.
- Engage with fans who have had a broken help experience with us to recover their experience with EA.
- Resolve complaints and warranty issues.
- Go above and beyond when resolving fan issues.
- Engage with relevant departments and partners as part of the escalati

📌 Premium Care Specialist (Bogotá)
🏢 Electronic Arts EA
📍 Bogotá