Customer Support Representative

Summary

Join Sutherland's dynamic team as a bilingual (French/English) customer support professional for a global streaming media and entertainment company. Provide support for general billing inquiries, access customer records, troubleshoot and resolve issues, identify customer needs, and recommend solutions. Utilize various tools and applications to ensure exceptional customer experiences. We offer competitive pay, comprehensive benefits, paid training, and opportunities for advancement. To work remotely, you'll need reliable high-speed internet and a quiet workspace. This position is open only to US residents authorized to work in the 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
• Excellent Internet connectivity: Internet access speeds of at least 5 Mbps upload and 30 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 quiet and distraction-free, secure place to work

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