Technical Support Associates

Company Description:

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description:

As part of the Neighbour Solutions team, you’ll support customers with device setup, troubleshooting and technical issues. Your day will involve handling voice interactions, resolving complex problems and ensuring devices work seamlessly. You'll also collaborate with internal teams to document and escalate issues, all while delivering an exceptional customer experience.

Provide prompt and detailed support to customers via calls Troubleshoot complex technical issues and offer effective solutions Navigate multiple systems to research and resolve problems Build strong product knowledge and offer advanced troubleshooting Act as the customer’s advocate, identifying issues and suggesting improvements Collaborate with internal teams to ensure high-quality, consistent service

Qualifications:

High school diploma or currently enrolled in college 1+ year of customer service experience Typing: 30 WPM (voice), 32 WPM (chat) Strong communication, problem-solving and active listening skills Interest in consumer tech and experience troubleshooting devices Basic knowledge of networks/Wi-Fi Flexible for shifts, including weekends/evenings

Additional Information:

Our employees enjoy:

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Exceptional Health and Life Insurance Plan
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

Disclaimer
Sutherland never asks for payments or favours for job opportunities.
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