Customer Support - Lytx

Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description

We are seeking highly motivated Customer Support Personnel to join our dynamic team. As Customer Support Personnel, you will be responsible for providing exceptional support to our customers, sharing information of their account and escalation handling as needed. Your primary goal will be to build product expertise, deliver outstanding customer experiences, and collaborate effectively to drive resolutions with different departments within the project.

Job Responsibilities:

• Communicate complex information in a simplified and clear manner.
• Be able to demonstrate curiosity and a proactive problem-solving mindset to implement sustainable solutions.
• Understand and empathize with customers when interacting with a wide range of different personality types.
• Act as costumer voice and define and implement innovative solutions.
• Provide outstanding customer support using tools such as Zendesk, Jira, Confluence Salesforce.

Qualifications

• Language English B2 required
• Excellent communication skills: verbal, written, listening
• Understand and can effectively hold conversations with North American customers (e.g. understands common references, slang, and technical terms)."
• Availability to collaborate with Product, Program, Marketing and Engineering teams.
• Professional customer service skills: Solutions mindset, helping nature, passion for the Customer and the Customer Experience
• Analytical problem-solving skills; linear and logical troubleshooting skills
• Ability to work in a high pressure, highly flexible environment.
• Ability to handle difficult or frustrated customers effectively; ability to set expectations and deliver information in a positive way"
• Polished etiquette and delivery
• Bachelor’s degree or studies in Computer Science or a related field is preferred but not mandatory
• Open to work onsite in our North Point (Torre Krystal) facilities.
• Experience on salesforce will be appreciated.