As a Technical Support Representative for our Web Hosting & Cloud Services account in Shaw, you'll be addressing billing issues, managing subscriptions, and answering inquiries about our products and services to ensure customers receive top-notch support for their web hosting needs.

What you’ll bring to the table:

• Answer and resolve customer issues, providing exceptional service and upselling opportunities via phone to a growing customer base
• Identify and understand various customer needs and scenarios, offering tailored solutions
• Provide customers with 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
• Utilize various client-based tools and applications for effective customer management and service
• Transfer customers to appropriate departments when necessary
• Conduct data entry, documentation, and case management efficiently
• Collaborate and partner with team members in a team-based environment
• Consistently achieve and maintain required metrics and goals

You’re the perfect fit if you have:

• At least 1 year of BPO experience, or 6 months from a web hosting company
• Minimum 6 months experience in sales (any industry) and tech
• Bachelor's Degree or College Undergrad preferred; Associate degree with 2 years of BPO experience; High School Grad with 2 years of BPO experience
• Competency with common email applications, especially Outlook
• Basic knowledge of DNS, name servers, IP addresses, and email protocols (SMTP, POP/IMAP)
• Experience with email security products and troubleshooting
• Excellent computer skills, especially using CRM systems
• Excellent written and verbal communication skills

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 + Dependent
• Flexible scheduling based on program needs
• Performance incentives on selected programs
• World-class virtual support
• Career development & advancement opportunities

• Ensure your line stays open between 10 AM and 7 PM as our team may reach out.