Technical Customer Service Associate

Sutherland is seeking a motivated and passionate person to join us as a Technical Customer Service Associate. We are a group of driven and hard-working individuals. 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!
Technical Customer Service Associate in this role get to:

Be the Point of Contact; answer inbound calls to provide exceptional customer service and technical solutioning to consumers. Respond to inquiries about technical issues and finding resolutions, products and services, processing payments, or performing general account maintenance. Up-selling customers to new products or services may be encouraged.

Requirements

Our most successful candidates will have: -

· A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED.

• Must have a valid (not expired) government issued ID, TRN and NIS card.
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must be able to train and / or work onsite and any of our Kingston and Portmore sites.
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Strong technical or troubleshooting skills required.
• Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• See through the eyes of the customer.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Ability to type over 30 WPM with 80% accuracy.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
• Must be able to pass a criminal background check and drug test as needed.