Customer Service Representative - Overnight (11:30pm-8am EST)

Deltatre is hiring a Customer Service Representative to provide first-line support to fans using clients’ streaming platforms. The role handles billing and account questions, troubleshoots streaming issues across devices, and escalates complex technical problems through email and live chat.

Responsibilities:

• Provide first-line customer support via email tickets and live chat
• Handle billing queries, account questions, and customer-facing administrative tasks
• Provide intermediate troubleshooting for streaming issues across devices — computers, mobile, game consoles, OTT devices
• Maintain consistent response quality during high-volume periods (live event windows)
• Follow defined runbooks and escalation protocols accurately
• Escalate complex technical issues to the relevant teams with the right context

Requirements:

• High School Diploma, GED, or equivalent
• General knowledge of computer browsers, mobile devices, and other consumer technology
• Comfortable handling a steady volume of email tickets and live chats
• Good reading comprehension, with proficient grammar and spelling
• Previous customer service experience
• Previous call centre experience
• Previous experience supporting streaming, OTT, or subscription products
• Fluent in Spanish — or another second language
• Genuine interest in sport — useful for context with the clients we support (NBA, UFC, Sky Sports, NFL, ATP)