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Tech Support And Sales Representative (Cable Industry) – Sutherland

Tech Support and Sales Representative Overview

Are you an overachiever? Are you one of those people that is just good at everything you do?

We’re looking for that jack-of-all-trades person – natural at customer service, not afraid of asking for and making the sale, and can help anyone with their technical issue.

Oh, and do you want to work from home while being that awesome?

Sutherland’s Work-At-Home division is currently hiring for customer-focused individuals just like you! These full-time positions are 100% work-from-home and are only available to residents of the contiguous United States.


As a Sales and Tech Support Representative, you work with a supportive, service-oriented team. We take our job and our customers seriously and are looking for only the best consultants.

Here’s what is expected from all of our consultants:
  • Answer inbound calls from customers to assist with questions about products, services, answer basic programming questions, or troubleshoot issues
  • Educate customers about a product or service they currently have
  • Offer customers solutions through other products and services that would help to meet their needs using a service-to-sales approach
  • Use active listening and probing question skills to help troubleshoot and resolve customer technical issues
  • Verify customer account information and update necessary information, as needed
  • Access the company databases and provide instructions to customers to determine the root cause of their problem
  • Multi-task and interact with other departments to resolve customer needs, check the status of work orders, and schedule appointments and service calls
  • Ensure customer needs are met with follow-up calls and communications
  • Handle multiple tasks simultaneously while creating an exceptional caller experience
  • Driven for success and comfortable working independently
  • Attend job-related training, refresher training, updates, and cross training
  • Participate in team meetings and individual team meetings
  • Read and stay up-to-date with reference materials, announcements, promotions, changes, specials, policies, and other company business

Training and Nesting Details

Training for this program is critical and 100% mandatory. Training consists of four hours of classroom instruction, and then four hours of self-paced learning each day. Following Training, you participate in Nesting where you take live calls in a supportive environment. Training and Nesting are scheduled for five days a week and lasts for six weeks.

During Training, you must attend the classroom instruction Monday – Friday from 2:00pm – 6:00pm ET.

During Nesting, you must attend training and live calls Monday – Friday from 2:00pm – 10:30pm ET.

Following Nesting, you join Production where you begin your assigned shift.

Shift Windows of Availability

The Hours of Operation are typically 9:00am - 12:00am ET, Sunday through Saturday. Consultants are expected to be available to be scheduled to work during a daily schedule window. Your daily start and stop times may vary within your schedule window. You will have the same two days off each week. Schedule selection happens during the interview phase.

For our upcoming class on October 15, we have four shift windows to choose from:
  • OPTION 1:  11:00am – 9:00pm ET on Sunday, Monday, Tuesday, Thursday, and Friday. You will be off on Wednesday and Saturday.
  • OPTION 2:  2:00pm – 12:00am ET on Sunday, Monday, Tuesday, Thursday, and Friday. You will be off on Wednesday and Saturday.
  • OPTION 3:  11:00am – 9:00pm ET on Monday, Tuesday, Wednesday, Friday, and Saturday. You will be off on Thursday and Sunday.
  • OPTION 4:  2:00pm – 12:00am ET on Monday, Tuesday, Wednesday, Friday, and Saturday. You will be off on Thursday and Sunday.

Does this sound like your dream job? It should because it is! Join our supportive team to receive:
  • Extensive paid training
  • Performance bonuses
  • Sales incentives
  • Unique recognition programs
  • Unlimited advancement opportunities

To be eligible for this position, you need:
  • A high school diploma or GED
  • Basic PC keyboarding skills (30+ WPM), basic Microsoft Office experience (Outlook, Word, Excel)
  • Direct client contact technical support experience (preferred)
  • Excellent verbal and written communication skills; proficient reading skills
  • Excellent problem diagnosis and problem-solving skills
  • Multi-tasking skills showcased through the use of several applications
  • CRM application experience (preferred, but not required)
  • Service to sales experience (required)

Working from home is easiest when you are equipped with everything that you need! You must have:

Sutherland will provide you with a ThinClient PC with VOIP technology. You must provide:
  • A 20-inch computer monitor (or larger) with a DisplayPort and associated cable are required.
  • Any display equivalent to or larger than the Dell E2016H monitor is acceptable.
  • A wired mouse and wired keyboard are required. The wired connection must be via USB.
  • Any full-size keyboard equivalent or better than the Dell KB216 Wired Keyboard is acceptable. 
  • The minimum standard for the wired mouse is the Dell MS116 Optical Mouse.
A headset that is/has:
  • USB
  • Dual-ear
  • Noise-canceling microphone
*Preferred: Plantronics AUDIO 478, Logitech USB H570e, Jabra UC Voice 150, or Microsoft Life Chat LX-6000 for Business

Excellent Internet connectivity:
  • Internet speeds of 1 Mbps upload and 5 Mbps download – the faster the better!
  • Wireless and/or satellite Internet Service Providers are not compatible with our systems.
Productive work environment:
  • In-house network and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates.
  • A quiet and distraction-free, secure place to work.
Sutherland is a drug-free workplace, including our work-from-home positions.

Apply Here

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