Customer Support Representative- Bilingual/French

We’re Sutherland and we’re currently seeking enthusiastic and people-oriented professionals (with bilingual French/English skills) to join our dynamic team in supporting customers of a global giant in the streaming media and entertainment industry. If you’re looking to build a fulfilling career and 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.

About the role

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; determine causes when applicable, escalate when necessary
• Identify potential needs and recommend solutions, and follow up with customers as needed

Responsibilities

• Deliver exceptional customer service in a contact center environment
• Assist customers with streaming-related issues, including basic troubleshooting on phones, smart TVs, and other devices
• Navigate CRM applications to manage customer interactions and account details
• Diagnose and resolve technical problems efficiently
• Multitask across multiple applications while maintaining high call quality

Requirements

• Experience working in a customer service or contact center environment with a passion for providing an exceptional guest experience
• Experience with streaming services, including basic troubleshooting skills and understanding of streaming on various devices
• Proficiency in both verbal and written French and English
• Basic PC keyboarding skills and Microsoft Office experience (Outlook, Word, Excel)
• Strong problem-diagnosis and problem-solving skills
• Ability to multitask and use several applications simultaneously
• Experience working with CRM applications (preferred)

Work-from-home setup

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

• Excellent Internet connectivity with speeds of at least 5 Mbps upload and 30 Mbps download (faster preferred)
• 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 ISPs are incompatible)
• A quiet, distraction-free, and secure workspace

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

Benefits

• Medical, dental, and vision benefits
• Employee Assistance Program (EAP) and other health and wellness programs
• Generous paid time off (PTO)
• Paid top-notch training
• Great work environment
• Promote-from-within advancement opportunities