Customer Support Representatives/Streaming Services - Remote

As a Customer Support Representative at Sutherland, your main responsibilities will include assisting customers with their inquiries regarding streaming services, troubleshooting technical issues, and ensuring a seamless experience for users. You’ll be the friendly voice guiding our customers through any problems they encounter while enjoying their favorite movies or shows.

To succeed as a Customer Support Representative at Sutherland, you should have experience in customer service or a contact center environment, a passion for providing exceptional guest experiences, and basic troubleshooting skills for streaming services. Familiarity with CRM applications is preferred, and you should possess strong problem-solving and multi-tasking skills.

Yes! At Sutherland, we understand the importance of training, so we offer paid training to all new Customer Support Representatives. This training will equip you with the knowledge and skills needed to excel in your role and provide top-notch support to our customers.

To work from home as a Customer Support Representative at Sutherland, you need excellent internet connectivity with minimum speeds of 2 Mbps upload and 10 Mbps download. Wireless and satellite Internet Service Providers are not compatible with our systems, so ensure your home setup meets these requirements.

Sutherland highly values internal growth and advancement. In fact, 80% of our frontline leaders started their journey as Customer Support Representatives. We offer numerous opportunities to develop your skills and build a fulfilling career.

To effectively handle a frustrated customer, start by listening actively to their concerns without interrupting. Empathize with their situation and assure them that you are there to help. Use your troubleshooting skills to resolve their issue and keep them informed throughout the process, showcasing your ability to provide exceptional service.

When discussing your experience with streaming services, highlight any specific platforms you’ve used, how you resolved issues, and your understanding of how to navigate various devices like smart TVs or phones. This demonstrates your relevant knowledge and technical support skills.

Share your experience with troubleshooting technical issues, knowledge of CRM applications, and proficiency in Microsoft Office. Mention your ability to multitask and navigate several applications at once, showcasing how these skills will help you excel as a Customer Support Representative.

Provide an example of a situation where you resolved a customer's issue by taking extra steps to ensure their satisfaction. Emphasize your problem-solving abilities, creativity, and dedication to providing an outstanding guest experience.

Explain your approach to prioritization, possibly by mentioning using to-do lists or applications for task management. Discuss how you would assess customer inquiries' urgency and address them efficiently while maintaining quality support.

Highlight your belief in empathy and active listening as critical qualities for a Customer Support Representative. Being able to understand and address customers' needs effectively creates a positive experience, crucial in the entertainment industry.

Discuss any specific CRM software you’ve used in the past and how it helped you track customer interactions, streamline service requests, or manage customer data efficiently. This showcases your technical skills relevant to the role.

Share your methods for staying informed, such as following industry news, participating in forums, or regular personal use of various streaming services. This indicates your genuine interest in the field and commitment to providing informed customer support.

Outline a scenario where you successfully diagnosed and fixed a technical issue for a customer, emphasizing your analytical and troubleshooting skills. Highlight the outcome and customer feedback to illustrate your effectiveness.

Express your admiration for Sutherland as a Great Place to Work and your excitement about contributing to a team that prioritizes exceptional customer experiences. Mention your alignment with the company’s values and how this position fits into your career aspirations.