Technical Support Specialist with English (Night-Shifts)

Sutherland is a unique digital transformation company. We are the engine behind the experience giants of today—the companies best known for the transformative experiences they deliver.

We’ve learned much of what we know about great experiences by working with the best. Like us, the clients we work with care deeply about the human experiences they provide for customers.

We work with businesses across a broad range of industries, including Banking & Financial Services, Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, Technology, Travel & Hospitality, and Logistics.

You are excited about improving workflows and are pumped to proactively seek out ways to solve user’s important issues with patience and empathy? You are freakishly obsessed with new gadgets and have a proven track record troubleshooting the toughest bugs out there? We’re looking for a technical support specialist to join the Snapchat Spectacles team! 

Responsibilities:  

• Provide outstanding technical assistance to users to help troubleshoot and resolve their technical issues; 
• Help shape and deliver excellent customer service both via email and/or phone, ensuring a high customer satisfaction through both email and phone contact; 
• Collaborate with the Customer Support team to help identify and prioritize questions and feedback; 
• Pro-actively take ownership of open issues and interface successfully with the management team; 
• Ensure customer satisfaction through end-to-end management of each service request by maintaining service status, periodic review of calls with reference to escalation timeframe and timely closure; 
• Work with our internal global teams, you’ll collaborate with a team of designers, engineers, and researchers to maintain and improve the experience for our users everywhere; 
• Work as part of a team where you are constantly learning, expanding and sharing your knowledge

• Fluency in English language; 
• Ability to prioritize tasks, balance multiple workflows as well as work independently; 
• Ability to multitask while recording details of the contact and issue being reported; 
• Basic typing skills on a keyboard equal to a minimum of 30 words per minute (as observed by interviewer or test);