See all jobs at this company | Printer-Friendly Version | Save this job | Email this job
Customer Service Associate Apply for this job now!
Report It

Company Overview 

Sutherland Global Services® is a leading Business Process Outsourcing (BPO) company with over twenty years of experience in the customer management industry. Since 1986, some of the world’s most respected companies have relied on Sutherland to manage critical aspects of their customer and back-office operations.

By taking advantage of Sutherland’s domain knowledge, highly qualified talent pool, quality processes and global delivery options, marquee name Fortune 500 clients are able to dramatically improve sales, marketing and customer support results while remaining focused on their core competencies.

 

Learn More about Sutherland Global Services
Visit Our Website

Job Overview 
Company: Required Education:
Job Type: Required Experience:
Base Pay: Required Travel:
Other Pay: Location:
Employee Type:
Manages Others:
Relocation Covered:
Industry:
Reference ID:

Job Description 

General Description of Duties:

The Help Desk Support Technician is responsible for answering inbound technical support calls from TurboTax customers and providing Level 1 technical assistance to resolve the customer’s issues.

The TurboTax Technical Support Associate is also responsible for accurate and efficient problem diagnosis, which may include researching individual customer questions and issues using the resources provided.  The TurboTax Technical Support Associate must remain informed and trained in current technology and have excellent customer service skills.

 

Specific Job Responsibilities:

 

  • The TurboTax Technical Support Associate is responsible for efficiently and effectively solving issues presented by our customers over the phone, via email, or chat.  The associate will be responsible for maintain a Contact Resolution rate of 88% for phones, 50% for email, and 70% for chat.

  •  

    The TurboTax Technical Support Associate is responsible for providing excellent customer service to all of our customers.

  •  

    The TurboTax Technical Support Associate is responsible remaining organized and properly documenting all work completed using the tools provided- better than 90% documentation rate for all cases handled is the minimum standard.

  •  

    The TurboTax Technical Support Associate is responsible for following all processes and procedures established for the company and the help desk program.

  •  

    The TurboTax Technical Support Associate is responsible for working in a team environment and participating in a positive way to the team.

     

  • Ability to work flexible hours required during peak season.

     

 


Job Requirements 

Job Requirements:
 

Education:  High School Diploma or Equivalent, some College preferred

Experience:  2 years Customer Service Experience with Direct Customer Contact

Skills:    

  • Must have excellent problem diagnosis and problem solving skills, strong verbal communication skills.

  •  

    Must be well organized and be able to handle multiple tasks; Must be a team player and be able to work in a fast-paced environment. Must be a person who is very positive and enjoys the work.

  •  

    Must be a motivated towards constantly improving their technical skills using tools both in and out of the workplace.

     

  • Must have the technical skills and knowledge required for the help desk assigned to.

     

     

  • Satisfactory performance on the Technical Skills Assessment.

     

     

  • Must have open availability and the willingness to work OT when necessary based on volume.

     

     

  • Must have a positive attitude.

     

  • Please call us at 586-5757 x 6898 to talk to a recruiter today!
 

 

Apply for this job now!
Report It


CareerBuilder.com's Advice

For your privacy and protection, when applying to a job online:
Never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.  Learn More >>

By applying to a job using CareerBuilder.com you are agreeing to comply with and be subject to the CareerBuilder.com Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.

My name is Trevor, and I have been a dedicated Sutherland Global Services employee since 2007. When I came to this organization I was looking for a career, and that's what I found.

From day one, Sutherland Global Services has coached and nurtured me towards the leadership goals that I seek. My managers have recognized my desire to achieve and have paved the path through career development classes, and allowing me hands on involvement in the managerial processes surrounding me. Sutherland Global Services provides a fantastic environment to foster my development, and many, many opportunities to take a hold of my career and steer it where I want to go.

My name is Kara and I have been with Sutherland for over 4 years. I started with Sutherland supporting customers with premium technical support and quickly advanced to a Team Leader.

I began supporting one of Canada's leading telecommunication companies and made sure that our team maintained the highest level of quality.

When the opportunity came about to become a trainer, I couldn't resist, Sutherland provided me the opportunity to try different career opportunities and gave me the support I needed to advance through and find the job that best complemented my personality, my talents and my passion for teaching.
Contact:
Phone:
Email:
Fax:
Register