Customer Support Representative- Bilingual/French

Company Description

We’re Sutherland and we are currently seeking enthusiastic and people-oriented professionals (with bilingual French/English skills) to join our dynamic team in supporting customers of one of our customers, a global giant in the streaming media and entertainment industry.  If you are looking to build a fulfilling career and are confident you can build rapport with callers while sharing your love of movies, tv shows and animated stories, consider joining us now and growing with us in the future.

In this position, you will use a variety of tools, resources and applications to:

• Provide support for general billing inquiries
• Access customer records and verify account information
• Troubleshoot and resolve issues; determining causes when applicable, escalate when necessary
• Identify potential needs and recommend solutions, and follow up with customers as needed

Job Description

We offer:

• Medical, dental, and vision benefits, EAP, and more health and wellness programs
• Generous PTO
• Paid top-notch training
• Great work environment
• Promote-from-within advancement opportunities

Qualifications

• Experience working in a customer service or contact center environment with a passion for providing an exceptional guest experience
• Experience with streaming to include basic troubleshooting skills, and demonstrated understanding of streaming services on phones, smart TVs, etc. 
• Proficiency in both verbal and written French and English skills
• Basic PC keyboarding skills; Microsoft Office experience (Outlook, Word, Excel)
• Technical support experience
• Strong problem-diagnosis and problem-solving skills
• Multi-tasking skills, with the ability to use several applications simultaneously
• Experience working with CRM applications (preferred)

Additional Information

We will supply equipment, but to work from home, you must have:

• Excellent Internet connectivity:
  • Internet access speeds of at least 5 Mbps upload and 30 Mbps download – the faster the better!
  • In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates. (wireless and/or satellite Internet Service Providers are not compatible with our systems)
• A quiet and distraction-free, secure place to work.

This role is US based. You must live and work in the US at all times during employment. 

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.