Responsibilities:

• Provides excellent customer service and technical support to skilled gamers via telephone and email
• Provides a positive customer experience through, efficient, friendly, high quality response
• Fields customer inquiries across all support channels:

• Member Services,
• In-Game Support
• Technical Support

• Completes translations from English to German for standard texts and templates
• Maintains a good working knowledge of EA products and services and PC technical support.
• Assists with knowledgebase maintenance, FAQ review, and pre-formatted responses.
• Takes part in, and encourages active participation in team discussion activities.

SKILLS

Essential Criteria:

• Be able to demonstrate a keen interest and passion for gaming
• Fluency in written and spoken German
  Fluency in written and spoken English
• Customer Focus - 6 months mimimum outstanding customer service experience in a service driven environment
• Specialist Expertise - Demonstrates expertise with internet, internet application and Microsoft Windows, familiar with PC hardware, PC gaming and related consumer electronics (hardware, graphic cards, memory boards and hard drives)
• Working with Others - Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale
• Planning & Organising - Ability to multitask, plan and prioritise workload
• Effective Communication - Excellent communication skills both verbal and written
• Resilience - Demonstrates resilience and ability to work on own initiative
• Problem Solving - Demonstrates problem solving and troubleshooting skills
• Responsibility for Results - Demonstrates ownership and accountability to achieve deadlines and targets

Desirable Criteria:

• Minimum 6 months outstanding customer service experience in a service driven environment