Technical Support
Company: Sutherland Global
Location: Houston , TX
Category: Information Technology, General, Customer Service, Call Center
Job Type: Full Time
Posted: 12/31/2018

Sutherland is seeking a motivated and passionate person to join us as a Digital Customer Experience Expert. 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

Your new Career will include:
The Digital Customer Experience Expert is responsible for providing 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.  Digital Customer Experience Experts will, on occasion, interact with customers verbally via outbound phone calls.
We are looking for tech savvy people to provide level 1 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 Digital Customer Experience Expert 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 Digital Customer Experience Expert 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.


Hours of Operation:

Monday - Friday   7:00am - 10:00pm

Saturday - Sunday   10:00am - 8:00pm


All You Need Is:

  • Experience configuring/troubleshooting mobile devices and operating systems (eg. iOS, Android).
  • User of ‘modern’ communication mediums (social networks, messaging, etc.); familiar with common shorthand and etiquette.
  • Ability to research content on-demand when no reference material is available
  • 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 analyze trends, recognize patterns to recommend improvements to customer experiences
  • 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
  • Exhibits a low margin of error and high quality
  • Executes quickly on performance feedback improving with the very next process or interaction
  • Ability to work independently, self-learner
  • Natural interest in learning and keeping skills and knowledge up to date
  • Outstanding commitment to service and Customer advocacy as shown by employment history or via references
  • Customer centric and solution minded
  • Fluent written communication for the language they are supporting
  • Comprehension of the written language they are supporting being able to decipher different meanings based on situational use of language
  • Proper grammar along with punctuation are a must
  • Above average creative writing skills using conversational and situational appropriate context
  • Engage end-users by conveying empathy, a willingness to help, and expertise
  • Diplomacy in internal and external communications

Houston, TX
Apply Now