Sutherland Hiring for Customer Care/Tech Support – Remote Job at Rochester, NY

Company Description

Are you a dynamic, out-of-the-box thinker with the initiative to do everything possible to ensure that every customer is beyond satisfied? Are you technically savvy, an early adopter, the first of your friends to buy the latest computer, mobile phone, or gaming platform? Do you understand Operating Systems/Streaming Video/Web Applications – how they work and how to troubleshoot them?

Join us.

We’re Sutherland and we are now seeking Customer Care Support Technicians to support one of our newest client programs, a leading telecommunications, cable and internet service provider.

Job Description

In this full time, remote/work from home role, you will respond to and place calls, emails, chat, website or remote sessions to set up and accurately diagnosis customers’ technical issues. This will include:

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  Troubleshooting a variety of devices including phones, tablets and gaming consoles


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  Setting up and configuring new computer networks (including email and file transfers), printers, routers, scanners and PCs


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  Organizing security software settings; diagnosing and removing viruses and malware


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  Updating/repairing operating system issues, including conflicts with drivers; organizing files and folder; defragmenting hard drives

What we offer:

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  Attractive hourly rates


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  Medical, dental and vision benefits; EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland


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  Paid training & PTO


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  Advancement opportunities – 80% of our frontline leaders have been promoted from within


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  Additional pay incentives as well as monthly rewards & recognition programs


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  Employee Discounts

Qualifications

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  Be well versed/trained/knowledgeable of current technology (for the home)


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  Possess superior communication, interpersonal and active listening skills


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  Have PC keyboarding skills, including practical MS Office (Outlook, Word, Excel) experience required


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  Able to multi-task, showcased through the use of several applications; experience working with CRM applications preferred


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  High school diploma or GED


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  Prior customer service experience preferred

Requirements to work from home:

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  A quiet and distraction-free, secure place to work.


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  A computer with:
  
  
  
  
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    Intel Core i5 or higher Core processor (the faster the processing environment, the better)
  
  
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    8 GB RAM
  
  
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    10 GB available hard drive space
  
  
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    One or more available USB ports (2.0 or greater)
  
  
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    Sound/audio support
  
  
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    Windows 10
  
  
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    2 – 21 inch monitors
  
  
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    Wired Keyboard
  
  
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    Wired Mouse
  
  
  
  


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  A headset that has:
  
  
  
  
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    USB
  
  
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    Dual ear
  
  
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    Noise-cancelling microphone
  
  
  
  


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  A Smartphone (iOS or Android), 4 years old or newer, in which you will be able and willing to download our app that will be leveraged for company communications.


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  Excellent Internet connectivity via wired connection with access speeds of 2 Mbps upload and 10 Mbps download – the faster the better! -capable of continuously supporting outstanding call quality and high-speed response rates.

Additional Information

About Us:

As a digital transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers globally, across industries from financial services to healthcare, achieve greater agility through transformed and automated customer experiences for over 35 years.

EEOC and Veteran Documentation

During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.

At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all

Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.

Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.