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Company Description
Can people literally hear you smiling over the phone? Do you know how to turn someone’s day around, no matter how down or frustrated they are? Are you the go-to person, among your friends and family, for help with mobile devices and streaming technology?
Join Us.
We’re Sutherland and we’re hiring Customer Service Representatives to provide outstanding and personal support to customers of one of our customers, an exciting streaming service that hosts some of the best content out there. This is a remote, work from home position.
Job Description
As a Customer Service Representative, you will provide inbound customer care, primarily over the phone and email. You’ll bring your expertise in streaming support to deliver exceptional customer service and solutions to resolve billing issues, troubleshoot errors and concerns, and guide customers to the products and services that will best meet their entertainment needs.
This is the job for you if:
You are the go-to person to help troubleshoot tech problems.
You leverage streaming services regularly.
You excel at handling customer inquiries of varying types.
You are an active listener and can enjoy building rapport with customers.
You are energized by the opportunity to learn new things, perform at a high level in a team environment and creatively solve problems.
You leverage two-way feedback to enhance your performance.
What we offer:
Medical, dental and vision benefits
Paid training & PTO
Advancement opportunities – 80% of our frontline leaders have been promoted from within
Monthly company rewards & recognition programs
Employee Discounts
EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland
Qualifications
An understanding of basic computer and home networking terminology (i.e. operating systems, routers, etc.)
Efficient and accurate typing skills (at least 30 words per minute)
Experience using a streaming player or gaming system
Excellent verbal and written communication skills and are a strong multitasker
Driven by solving problems and meeting goals
Familiar with Microsoft Office tools
Experience in customer service and sales
High school diploma or equivalent
Bilingual (English/Portuguese) skills are a plus. Hourly incentive provided.
Requirements to work from home:
A quiet and distraction-free, secure place to work.
Excellent Internet connectivity:
Internet access speeds of 2 Mbps upload and 10 Mbps download – the faster the better!
In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates.
Wireless and/or satellite Internet Service Providers are not compatible with our systems.
A computer with:
1.6 Ghz Dual Core processor (the faster the processing environment, the better)
2 GB RAM
10 GB available hard drive space
One or more available USB ports (2.0 or greater)
Sound/audio support
Windows 10
2 – 20 inch monitors
Wired Keyboard
Wired Mouse
A headset to use for training and meetings that has:
USB
Dual ear
Noise-cancelling microphone
A Smartphone (iOS or Android), 4 years old or newer, in which you will be able and willing to download our app that will be leveraged for company communications.
Additional Information
About us:
As a digital transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers globally, across industries from financial services to healthcare, achieve greater agility through transformed and automated customer experiences for over 35 years.
