Sutherland is seeking an attentive and reliable person to join us as an Associate – Work-at-Home Customer Support. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Consultants in this role get to:
Be the Point of Contact: Support for general billing inquiries with the possibility of future upskill training for technical support inquiries. Access customer records and verify customer account information. Identify potential customer needs and recommend solutions based on those needs. Schedule a technician visit when an issue cannot be resolved via traditional troubleshooting methods. Process customer payments using credit or debit cards. Place follow-up calls to customers to ensure their needs are met in an efficient manner.
Be the Expert: access customer databases, knowledge resources, and technical applications to determine root causes and resolutions.
Strengthen Relationships: interact with client departments (test desk, field service, dispatch) regarding escalations
Improve: attend job-related training. New hire and refresher training, new product or service updates, and product cross-training.
Note: These positions are 100% work from home, full-time, and are only available to residents of the contiguous United States.
Qualifications
Our most successful candidates have:
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High School diploma or equivalent
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Basic PC keyboarding skills; Microsoft Office experience (Outlook, Word, Excel)
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Direct client contact technical support experience
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Excellent verbal and written communication skills
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Strong problem-diagnosis and problem solving skills
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Multi-tasking skills, showcased through the use of several applications
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Experience working with CRM applications (preferred)
Minimum Home Office Requirements:
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Computer
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2.0 Ghz Dual Core or better processor
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2 GB RAM (some employment opportunities require a minimum of 4 GB RAM)
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10 GB available hard drive space
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Sound card
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Windows 10
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Headset
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USB
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Dual ear (designed to minimize audio interference from outside sources)
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Noise cancelling microphone
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Minimum Internet speeds of 1 Mbps upload and 15 Mbps download. Regardless, your connection must in all cases continuously support outstanding call quality and high speed interactive response rates while working with client tools.
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Internet