Customer Support Representative

Summary

Join Sutherland's dynamic team as a bilingual (French/English) customer support representative for a global streaming media and entertainment company. You will provide support for billing inquiries, access customer records, troubleshoot issues, and identify customer needs. The role requires customer service experience, streaming service knowledge, and proficiency in French and English. Sutherland offers competitive pay, comprehensive benefits including medical, dental, vision, and generous PTO, paid training, and a great work environment. This work-from-home opportunity requires a quiet workspace and reliable internet. Apply now to build a fulfilling career and grow with us!

Requirements

• Experience working in a customer service or contact center environment with a passion for providing an exceptional guest experience
• Experience with streaming to include basic troubleshooting skills, and demonstrated understanding of streaming services on phones, smart TVs, etc
• Proficiency in both verbal and written French and English skills
• Basic PC keyboarding skills; Microsoft Office experience (Outlook, Word, Excel)
• Technical support experience
• Strong problem-diagnosis and problem-solving skills
• Multi-tasking skills, with the ability to use several applications simultaneously
• A quiet and distraction-free, secure place to work
• Excellent Internet connectivity

Responsibilities

• Provide support for general billing inquiries
• Access customer records and verify account information
• Troubleshoot and resolve issues; determining causes when applicable, escalate when necessary
• Identify potential needs and recommend solutions, and follow up with customers as needed

Preferred Qualifications

Experience working with CRM applications

Benefits

• Competitive base rate of $15/hour
• Medical, dental, and vision benefits, EAP, and more health and wellness programs
• Generous PTO
• Paid top-notch training
• Great work environment
• Promote-from-within advancement opportunities