Job Description
Title: Customer Care/Tech Support – Remote
Location: Remote – United States
Company Description:
Are you a dynamic, out-of-the-box thinker with the initiative to do everything possible to ensure that every customer is beyond satisfied? Are you technically savvy, an early adopter, the first of your friends to buy the latest computer, mobile phone, or gaming platform? Do you understand Operating Systems/Streaming Video/Web Applications how they work and how to troubleshoot them?
Join us.
We’re Sutherland and we are now seeking Customer Care Support Technicians to support one of our newest client programs, a leading telecommunications, cable and internet service provider.
Job Description:
In this full time, remote/work from home role, you will respond to and place calls, emails, chat, website or remote sessions to set up and accurately diagnosis customers technical issues. This will include:
- Troubleshooting a variety of devices including phones, tablets and gaming consoles
- Setting up and configuring new computer networks (including email and file transfers), printers, routers, scanners and PCs
- Organizing security software settings; diagnosing and removing viruses and malware
- Updating/repairing operating system issues, including conflicts with drivers; organizing files and folder; defragmenting hard drives
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:
- Be well versed/trained/knowledgeable of current technology (for the home)
- Possess superior communication, interpersonal and active listening skills
- Have PC keyboarding skills, including practical MS Office (Outlook, Word, Excel) experience required
- Able to multi-task, showcased through the use of several applications; experience working with CRM applications preferred
- High school diploma or GED
- 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:
- Intel Core i5 or higher Core 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 – 21 inch monitors
- Wired Keyboard
- Wired Mouse
- Laptops must have an ethernet port
- A headset 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 via wired connection with access speeds of 2 Mbps upload and 10 Mbps download the faster the better! –capable of continuously supporting outstanding call quality and high-speed response rates.