Sutherland is seeking a motivated and passionate person to join us as a Chat- Care & Tech Support Specialist. 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!

On our team you will enjoy:

• A supportive team environment- All efforts are collective, so you are never alone
• Top-notch paid training- A chance to learn and earn
• Unlimited advancement opportunities- Your career development is never-ending
• Rewarding benefits package- Your well-being is top priority
• Flexible scheduling- We offer part time and full-time schedules that fit your needs
• Unique work environment- This is an on-site position in an energetic, fun, and modern work environment in our Houston Office

Your new Career will include:

The Chat- Care & Tech Support Specialist is responsible for providing an Excellent Customer Experience and Technical Support by promptly and accurately responding to customer inquiries/issues via digital channels. Such platforms may be, but are not limited to: Webchat, messaging platforms, Social Networks (Facebook, Twitter), and email. Chat- Care & Tech Support Specialist will, on occasion, interact with customers verbally via outbound phone calls.

We are looking for tech savvy people to provide support for mobile wireless customers. Due to channels of communication, some responses to customers may represent the client publicly. Responsibilities include: early identification of trending issues and communication of possible impacts. Technical competency around mobile wireless devices and wireless carriers is key in this arena, as the Chat- Care & Tech Support Specialist will be the front-line responder and act as a consulting concierge for helping customers find the best possible solution. These options are dynamic and change based on issue, product, service impacting events, and evolution of our client’s service offering. The Chat- Care & Tech Support Specialist will act as an advocate for the company in social care spaces by using engaging dialogue and answering questions appropriate to the incoming care format in accordance to the brand voice.

Hour of Operation:

• Monday – Friday 6:00 am – 11:00 pm
• Saturday & Sunday 7:00 am- 10:00 pm

Qualifications

Our most successful candidates will have:

• Experience in customer service
• Comfortable with using and supporting mobile phone systems (eg. iOS, Android)
• Ability to type a minimum of 40 WPM
• Professional level of written communication skills, proper grammar along with punctuation are a must
• User of ‘modern’ communication mediums (social networks, messaging, etc.); familiar with common shorthand and etiquette
• Ability to logically troubleshoot technical issues (depending on product) and explain to end-users in a friendly manner
• Ability to look beyond obvious solutions and experiment with different approaches to solving problems
• Ability to build sustainable relationships and trust with end-users through open an interactive communication
• Ability to identify and assess customers’ needs to achieve satisfaction
• Attention to detail and process adherence
• Quick adaptation to process changes as needed
• Ability to work independently, self-learner
• Natural interest in learning and keeping skills and knowledge up to date
• Engage end-users by conveying empathy, a willingness to help, and expertise