Customer Service Representative

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

• You handle customer interactions with patience and clarity, even when contact volume is high
• You learn the troubleshooting playbook quickly, ask good questions when something is unfamiliar, and follow the documentation to give consistent answers across customers
• You read the customer's actual situation, not only the words they typed

Required

• A High School Diploma, GED, or equivalent
• A general knowledge of computer browsers, mobile devices, and other consumer technology
• Available for full-time nights, weekends, and holiday scheduling after completion of training
• Open to flexible scheduling during the initial 3-week training period
• Able to work remotely from a private setting at home, conducive to focused shift work
• Reliable high-speed internet access
• Able to handle a steady volume of email tickets and live chats
• Good reading comprehension, with proficient grammar and spelling

Valued

• 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)