Customer Service Representatives/Tier I Support - Remote

  • Full-time

Company Description

Do you go above and beyond to satisfy the needs of your customers? Are you a dynamic, out-of-the-box thinker with the initiative to do everything possible to ensure that every customer is beyond satisfied? Have you been described as friendly and down to earth?

Join us.

Job Description

Sutherland is now seeking Customer Service Representatives to provide Tier 1 technical support for customers of one of our customers, a leading telecommunications/internet service provider. In this work from home position, you will answer calls and provide an outstanding customer experience to callers related to services issues, internet connectivity and hardware technical support. This is the job for you if:

  • You can execute on delivering a great customer experience
  • You are an early adopter: the first of your friends to buy the latest computer or mobile phone platform.
  • You are the "Go-To" person who helps others get the most out of their Products and Services
  • You are technically savvy and understand Operating Systems/Streaming Video/Web Applications
  • You can handle multiple call types

What we offer:

  • Attractive hourly rates
  • Medical, dental and vision benefits; EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland
  • Paid training & PTO
  • Advancement opportunities – 80% of our frontline leaders have been promoted from within
  • Additional pay incentives as well as monthly rewards & recognition programs
  • Employee Discounts

Qualifications

  • High school diploma or GED
  • Excellent verbal and written communication skills; proficient reading skills required
  • Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred
  • Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required
  • Prior customer service experience preferred

Requirements to work from home:

  • A quiet and distraction-free, secure place to work.
  • A PC computer (no MACs or Chromebooks) with:
    • Minimum i5 processor (the faster the processing environment, the better)
    • 8 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
    • If using a laptop, must have ethernet port
  • A headsets 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.
  • Excellent Internet connectivity: 
  • Internet access speeds of 2 Mbps upload and 10 Mbps download – the faster the better!
  • *Wireless and/or satellite Internet Service Providers are not compatible with our systems.
  • In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates.

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.

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

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