Company Description

Delivering Digital Outcomes. Driving Real Impact.

Sutherland is the preferred digital transformation partner for iconic brands worldwide, unlocking new value for their business, people, and customers.

We are seeking skilled Technical Support Specialists with a strong troubleshooting background to deliver exceptional customer experiences. This role requires technical knowledge, strong problem-solving skills, and the ability to support customers with a wide range of device, network, and service issues.
 

Job Description Provide customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues.Escalate more technical product-related issues to proper product support department.Process a high volume of consumer inquiries about banking products and services and resolves a targeted percentage of those inquiries. Troubleshoot customer issues, identifies root cause of the issue and uses tools and resources  to determine how to resolve the customer issues.When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.Track and document inbound support requests and ensures proper notation of customer issues.Update customer information and ensures accurate entry of contact information.Meet standards of job, such as quality standards, adherence to schedule and average handle time. May provide guidance and/or mentoring to less experienced peers.Other related duties assigned as needed.

What We offer:Competitive pay,  generous flexible vacation policy, and 401kPaid training, coaching, development and career planning Medical, dental, and vision benefits; EAP, health and wellness programs, and moreTremendous development & advancement opportunities – 80% of our frontline leaders have been promoted!Employee DiscountsEAP & Health and Wellness programs including a personal trainer dedicated to Sutherland

We will provide all equipment, and we ask you to provide reliable, hard-wired internet service and a quiet, distraction-free place to work.

Qualifications

Educational Requirements

High school diploma or GED

General Knowledge, Skills & Abilities

At least one year of call center experienceAt least one year of customer service experienceKnowledge of the banking products, services and business operations to enable resolution of customer inquiriesExcellent customer service skills that build high levels of customer satisfactionExcellent verbal and written communication skillsComputer navigation and operation skillsDemonstrates effective people skills and sensitivities when dealing with others Ability to work both independently and in a team environment

Additional Information

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.