What you’ll bring to the table:

• Answer and resolve customer issues, ensuring customer satisfaction while upselling products and services through phone interactions within a growing customer base
• Identify and empathize with various customer needs and scenarios, providing tailored solutions
• Deliver resolutions and consultations using cutting-edge solutions in a friendly, confident, and knowledgeable manner
• Stay updated on client and industry processes, technology applications, utilities, and products to ensure the highest level of service
• Utilize various client-based tools and applications for efficient customer management and servicing
• Transfer customers to the appropriate departments when necessary to address specific inquiries
• Perform data entry, documentation, and case management to maintain accurate customer records
• Collaborate with team members in a team-based environment to achieve common goals
• Consistently meet and maintain required metrics and performance goals

You’re the perfect fit if you have:

• Minimum of 1 year of BPO work experience or at least 6 months if from a web hosting company
• At least 6 months of experience in sales within the BPO industry and tech support
• Expertise in web browsers and basic knowledge of web scripting languages like PHP
• Familiarity with website-related concepts like WordPress, e-commerce, social media, and blogging
• Familiarity with network protocols such as SSH, FTP, and SFTP, and with databases like MySQL
• Expertise in web hosting technologies, including content management systems like WordPress or Joomla
• Knowledge of networking protocols such as DHCP, DNS, TCP/IP, and the ability to resolve internal server errors
• Familiarity with email security products and troubleshooting, including SMTP protocols, POP/IMAP/Active Exchange differences
• Strong data entry skills with accuracy
• Familiarity with hosting platforms (Linux or Windows) and IP address management
• Above-average knowledge of internet technology, including troubleshooting different web browsers
• Fluent in the client’s industry, product portfolio, brand, mission, and solutions
• Familiarity with customer management processes, escalation procedures, and order placement

The good stuff coming your way:

At Sutherland, you’re a big deal. That’s why from day one, you’ll enjoy perks and benefits designed to help you grow, achieve more, and build the career you deserve.

• Paid training
• Paid time off
• Vision, dental, and health benefits
• HMO + FREE Dependent (including same-sex partner)
• Flexible scheduling based on program needs
• Performance incentives on selected programs
• World-class virtual support
• Career development & advancement opportunities