Associate - Customer Service

Summary

Join Sutherland's dynamic team as a Customer Support Consultant and strengthen customer relationships by addressing billing inquiries, verifying account information, and identifying customer needs. Develop problem-solving abilities by accessing databases and technical applications to resolve issues. Collaborate with client departments to handle escalations and schedule technician visits as needed. Enhance technical skills through ongoing training on new products and services. Successful candidates possess excellent communication and problem-solving skills, along with experience in technical support and CRM applications. Work from home opportunities are available with specific technical requirements.

Requirements

• High School diploma or equivalent
• Basic PC keyboarding skills; Microsoft Office experience (Outlook, Word, Excel)
• Direct client contacts technical support experience
• Excellent verbal and written communication skills
• Strong problem-diagnosis and problem-solving skills
• Multi-tasking skills, showcased using several applications
• Ability to be goals oriented
• Strong communication skills and ability to express ideas clearly
• 2.0 Ghz Dual Core or better processor
• 2 GB RAM (some employment opportunities require a minimum of 4 GB RAM)
• 10 GB available hard drive space
• Sound card
• Windows 7, including Windows 8 and 8.1
• Internet speeds of 1 Mbps upload and 15 Mbps download
• Dual ear (designed to minimize audio interference from outside sources). Noise cancelling microphone

Responsibilities

• Support for general billing inquiries
• Access customer records and verify customer information
• Identify potential customer needs and recommend solutions
• Place follow-up calls to customers to ensure their needs are met in an efficient manner
• Access customer databases, knowledge resources and technical applications to determine root causes and resolutions
• Interact with client departments (test desk, field service, dispatch) regarding escalations
• Schedule a technician visit when needed
• Attend job-related training: new hire and refresher training, new product or service updates and product cross-training

Preferred Qualifications

Experience working with CRM applications