Work-at-Home - Tech Support and Sales Consultant (Cable Industry)

Sutherland - Work at Home

Job Description

Are you an overachiever? Are you one of those people that is just good at everything you do?

We’re looking for that jack-of-all-trades person – natural at customer service, not afraid of asking for and making the sale, and can help anyone with their technical issue.

Oh, and do you want to work from home while being that awesome?

Sutherland’s Work-At-Home division is currently hiring for customer-focused individuals just like you! These full-time positions are 100% work-from-home and are only available to residents of the contiguous United States.

Listen to a call sample and see if this is the right role for you. This is a real call, but personal information has been removed.

We are currently hiring candidates in 26 states across the country, including: Alabama, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Montana, Nevada, New Hampshire, New Mexico, North Carolina, North Dakota, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin and Wyoming.

As a Sales and Tech Support Representative you work with a supportive, service-oriented team. We take our job and our customers seriously and are looking for only the best consultants.

Here’s what is expected from all of our consultants:
Answer inbound calls from customers to assist with questions about products, services, answer basic programming questions, or troubleshoot issues
Educate customers about a product or service they currently have
Offer customers solutions through other products and services that would help to meet their needs using a service-to-sales approach
Use active listening and probing question skills to help troubleshoot and resolve customer technical issues
Verify customer account information and update necessary information, as needed
Access the company databases and provide instructions to customers to determine the root cause of their problem
Multi-task and interact with other departments to resolve customer needs, check status of work orders, and schedule appointments and service calls
Ensure customer needs are met with follow-up calls and communications
Handle multiple tasks simultaneously while creating an exceptional caller experience
Driven for success and comfortable working independently
Attend job-related training, refresher training, updates, and cross training
Participate in team meetings and individual team meetings
Read and stay up-to-date with reference materials, announcements, promotions, changes, specials, policies, and other company business
Training and Nesting Details

Training for this program is critical and 100% mandatory. Training consists of four hours of classroom instruction, and then four hours of self-paced learning each day. Following Training, you participate in Nesting where you take live calls in a supportive environment. Training and Nesting is scheduled for five days a week and lasts for six weeks.

Training starts on Sunday, June 16, 2019. Class runs 4 weeks from 6:00pm ET – 10:00pm ET, Sunday - Thursday. Nesting will start July 10, 2019 and will be between the hours of 4:15pm - 11:45pm ET, Sunday - Thursday.

Shift Windows of Availability

The Hours of Operation are typically 9:00am - 12:00am ET, Sunday through Saturday. Consultants are expected to be available to be scheduled to work during a daily schedule window. Your daily start and stop times may vary within your schedule window. You will have two set days off each week. Schedule selection happens during the interview phase. Sutherland makes every effort to provide production schedules two weeks in advance.

Shift after Training: 1:00pm - 12:00am Sunday - Thursday

Does this sound like your dream job? It should, because it is! Join our supportive team to receive:

Extensive paid training
Performance bonuses
Sales incentives
Unique recognition programs
Unlimited advancement opportunities

To be eligible for this position, you need:
A high school diploma or GED
Basic PC keyboarding skills (30+ WPM), basic Microsoft Office experience (Outlook, Word, Excel
Direct client contact technical support experience (preferred)
Excellent verbal and written communication skills; proficient reading skills
Excellent problem diagnosis and problem-solving skills
Multi-tasking skills, showcased through the use of several applications
CRM application experience (preferred, but not required)
Service to sales experience (required)
Working from home is easiest when you are equipped with everything that you need! You must have:

Sutherland will provide you with a ThinClient PC with VOIP technology.

You must provide:
Two 20-inch computer monitors (or larger) with a DisplayPort and associated cable are required
Any display equivalent to or larger than the Dell E2016H monitor is acceptable
A wired mouse and wired keyboard is required. The wired connection must be via USB
Any full-size keyboard equivalent or better than the Dell KB216 Wired Keyboard are acceptable. The minimum standard for the wired mouse is the Dell MS116 Optical Mouse
A headset that is/has: USB, Dual ear and Noise-cancelling microphone **Preferred: Plantronics AUDIO 478, Logitech USB H570e, Jabra UC Voice 150, or Microsoft Life Chat LX-6000 for Business
Excellent Internet connectivity: Internet speeds of 1 Mbps upload and 5 Mbps download – the faster the better! Wireless and/or satellite Internet Service Providers are not compatible with our system. In-house network and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates.
Productive work environment: A quiet and distraction-free, secure place to work.
Sutherland is a drug free workplace, including our work-from-home positions.

Application Process:
Complete the application, including the screening questions and behavioral assessment.
Internet speed test for your home office.
Virtual assessment, one link that includes a test for typing, data entry, and technical skills. You’ll also record your answers to a virtual interview.
Live group final interview.