Overview:
Are you an overachiever? Are you oneof those people that is just good at everything you do?
We’re looking for thatjack-of-all-trades person – natural at customer service, not afraid of askingfor and making the sale, and can help anyone with their technical issue.
Oh, and do you want to work fromhome while being that awesome?
Sutherland’s Work-At-Home divisionis currently hiring for customer-focused individuals just like you! Thesefull-time positions are 100% work-from-home and are only available to residentsof the contiguous United States.
Listen to a call sample and see ifthis is the right role for you. This is a real call, but personal informationhas been removed. http://sutherlandglobal.adobeconnect.com/ptp578gk3wms/
Responsibilities:
As a Tech Support Representative,you work with a supportive, service-oriented team. We take our job and ourcustomers seriously and are looking for only the best consultants.
Here’s what is expected from all ofour consultants:
Answer inbound calls from customers to assist with questions about products, services, answer basic programming questions, or troubleshoot issues
Educate customers about a product or service they currently have
Offer customers solutions through other products and services that would help to meet their needs using a service-to-sales approach
Use active listening and probing question skills to help troubleshoot and resolve customer technical issues
Verify customer account information and update necessary information, as needed
Access the company databases and provide instructions to customers to determine the root cause of their problem
Multi-task and interact with other departments to resolve customer needs, check status of work orders, and schedule appointments and service calls
Ensure customer needs are met with follow-up calls and communications
Handle multiple tasks simultaneously while creating an exceptional caller experience
Driven for success and comfortable working independently
Attend job-related training, refresher training, updates, and cross training
Participate in team meetings and individual team meetings
Read and stay up-to-date with reference materials, announcements, promotions, changes, specials, policies, and other company business
Training andNesting Details
Trainingfor this program is critical and 100% mandatory. Training consists of classroominstruction self-paced learning each day. Following Training, you participatein Nesting where you take live calls in a supportive environment. Training andNesting is scheduled for five days a week..
Qualifications
Our most successful candidates have:
High School diploma or equivalent
Basic PC keyboarding skills; Microsoft Office experience (Outlook, Word, Excel)
Direct client contacts technical support experience
Excellent verbal and written communication skills
Strong problem-diagnosis and problem-solving skills
Multi-tasking skills, showcased using several applications
Experience working with CRM applications (preferred)
Ability to be goals oriented
Strong communication skills and ability to express ideas clearly
To work from home you must: 2.0 Ghz Dual Core or better processor,2 GB RAM (some employment opportunities require a minimum of 4 GB RAM),10 GB available hard drive space,Sound card,Windows 7, including Windows 8 and 8.1, Internet speeds of 1 Mbps upload and 15 Mbps download, Dual ear (designed to minimize audio interference from outside sources). Noise cancelling microphone