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Work at Home - Bilingual Help Desk Professional

Job Description

Sutherland Global Services is looking for a Bilingual Work at Home Professional to join our dynamic team, CloudSource.  This exceptional individual will provide quality phone and technical support with a high degree of customer satisfaction, technical expertise, accuracy, and timeliness.  If you are looking to join an expanding team, and believe you have the skills necessary to take your career to the next level, apply today!

*Only professionals with the ability to work full-time will be considered*


This position is only available in the United States (48 contiguous).

*Bilingual – Japanese/English (writing and speaking) required*




  • Records, resolves, and escalates customer requests or problems in accordance with Standard Operating Procedures and pre-defined case recording or escalation guidelines
  • Reviews and actively pursues a resolution to all cases daily
  • Notifies customers of scheduled outages, known problems, and other updates to distribute information and optimize revenue
  • Participates in team projects and ongoing trainings that enhance the quality and efficiency of Help Desk services
  • Acquires and maintains knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers


Job Requirements

Highly Preferred Skills/Experience:

  • Previous experience in a Help Desk/Contact Center environment
  • Bachelor’s degree or 2+ years of experience providing technical support
  • A+ Certification, MCP, MCSE, or equivalent
  • Experience in the configuration of communication devices and peripherals
  • General network troubleshooting TCP/IP, VPN, Firewalls
  • Knowledge of Information Security; Certifications are a plus
  • Extensive experience with Terminal Server
  • Experience connecting and restoring PC Workstations to operational status  
  • Support Center Analyst Certification is preferred; if candidate does not have this certification, Sutherland will assist Consultant with gaining appropriate certification

Join Us Today If…

You are a forward-thinker – working smart, dreaming big, and striving to improve

You are flexible – constantly seeking the chance to develop and grow

You are genuine – building relationships and cherishing opportunities to connect

You are proactive – never missing a beat

You are a team player – meshing with and contributing to a group moving toward a singular goal

You are Sutherland strong!

PC/Broadband Requirements

Minimum Home Office Requirements:

    • 2.0 Ghz Dual Core or better processor
    • 2 GB RAM (some employment opportunities require a minimum of 4 GB RAM)
    • 10 GB available hard drive space
    • Sound card
    • Windows 7, including Windows 8 and 8.1
      (Note: some employment opportunities are available for consultants with only Windows Vista installed)
    • USB
    • Dual ear (designed to minimize audio interference from outside sources)
    • Noise cancelling microphone
    • Minimum Internet speeds of 1 Mbps upload and 3 Mbps download. Regardless, your connection must in all cases continuously support outstanding call quality and high speed interactive response rates while working with client tools. When you connect to the Internet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users at in your household, the speed of the Websites you or others in your household are accessing, network or Internet congestion outside of your household, and other factors. Stated speeds and uninterrupted use of Internet service are typically not guaranteed by Internet access providers. During peak hours, actual upload and download speeds will likely be lower than speeds promised to you in "as fast as" packages offered to you by your provider. Therefore, Sutherland Global Services cannot predict with certainty that the results from a speed test will, in fact, support the outstanding call quality or interactive speeds requirements our consultants need. Generally speaking, the faster the upload and download speed of your Internet connection, the better.

Job Snapshot

Contact Name Recruiting
Post Date 5/14/2015
Location Los Angeles, CA
Base Pay $15.00 /Hour
Employment Type Full-Time
Job Type Customer Service, Admin - Clerical, General Business
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries, Wireless, Computer Hardware
Required Travel Not Specified
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