Job Description

Can people hear you smiling over the phone? Do you know how to turn someone’s day around, no matter how down or frustrated they are? Are you the go-to person, among your friends and family, for help with mobile devices and streaming technology? Do you speak Spanish and English

Join Us.

We’re Sutherland and we're hiring Customer Service Representatives to provide outstanding and personal support to customers of one of our customers, an exciting streaming service that hosts some of the best content out there. This is a remote, work from home position.

As a Bilingual Customer Service Representative, you will provide inbound customer care, primarily over the phone and email. You'll bring your expertise in streaming support to deliver exceptional customer service and solutions to resolve billing issues, troubleshoot errors and concerns, and guide customers to the products and services that will best meet their entertainment needs.

This is the job for you if:

• You are the go-to person to help troubleshoot tech problems.
• You leverage streaming services regularly.
• You excel at handling customer inquiries of varying types.
• You are an active listener and enjoy building rapport with customers.
• You are energized by the opportunity to learn new things, perform at a high level in a team environment and creatively solve problems.
• You leverage two-way feedback to enhance your performance.

What we offer:

• Medical, dental and vision benefits
• Paid training & PTO
• Advancement opportunities – 80% of our frontline leaders have been promoted from within
• Monthly company reward & recognition programs
• Employee Discounts
• EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland

Qualifications

• Bilingual in Spanish/English (testing verification will be required)
• An understanding of basic computer and home networking terminology (i.e. operating systems, routers, etc.)
• Efficient and accurate typing skills (at least 30 words per minute)
• Experience using a streaming player or gaming system
• Excellent verbal and written communication skills and are a strong multitasker
• Driven by solving problems and meeting goals
• Familiar with Microsoft Office tools
• Experience in customer service and sales
• High school diploma or equivalent

We will provide equipment, however to work from home, you must have:

• Excellent Internet connectivity:
  • Internet access speeds of at least 2 MBPS upload and 10 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.

Additional Information

IMPORTANT NOTE: This job is open only to residents of Canada, and you must be authorized to work in Canada in order to be considered for employment.

About us:

As a digital transformation company -- and Great Place to Work certified -- Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years. We work with some of the world’s most known brands in dozens of industries, including Banking & Financial Services; Insurance; Communications, Media & Entertainment; Healthcare; Retail & Consumer Packaged Goods; Technology; Travel, Transportation, Hospitality & Logistics; and Mortgage Services, helping them to better support and serve their customers.