Job Description, Responsibilities & Requirements
About the Position
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!
As a Technical Customer Service Associate, you will:
- 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 find resolutions, products and services, processing payments, or performing general account maintenance.
- Up-selling customers to new products or services may be encouraged.
Responsibilities
- Answer inbound calls to provide exceptional customer service and technical support.
- Respond to inquiries about technical issues, products, services, payments, and account maintenance.
- Up-sell customers to new products or services.
Requirements
- A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED.
- Valid government-issued ID, TRN, and NIS card.
- Flexible availability to work any day and any assigned shift weekly (weekends and public holidays).
- Ability to train and/or work onsite at 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.
- Excellent attention to detail.
- Excellent verbal and written communication skills.
- Ability to type over 30 WPM with 80% accuracy.
- Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
- Ability to multitask and manage time effectively.
- Basic CRM experience preferred.
- Must be very tech-savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
- Must be able to pass a criminal background check and drug test as needed.
We Offer
- Competitive compensation packages inclusive of base pay, incentives, over-time, and shift differentials.
- Annual merit increase based on performance.
- Paid training whether onsite or at home.
- Discounts for several corporate and retail partners.
- Excellent training and supervisory support.
- Competitive salary with an attractive and attainable PBI structure.
- Paid vacation and sick leave annually.
- Exceptional health and life insurance plan.
- Lunch benefits and subsidy.
- Onsite lunch concessionaire at reduced rates.
- Transportation/shuttle services - free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6 am.
- Free on-site medical suite with nurse and medical doctor.
- Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized.
- Paid referral program.
- Career development & growth opportunities for advancement.
- Excellent reward and recognition programs.
About the Company
About Sutherland:
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes, and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results