Sutherland is hiring professionals to provide FAN SUPPORT for ESPN , who is considered The Worldwide Leader in Sports , launching a NEW Program HERE in Windsor!
In this role as an ESPN FAN SUPPORT SPECIALIST , you will support all aspects relating to ESPN's digital sports platforms, including chat, SMS, email / web-
form, social, voice and self-service to provide
superior fan experiences every day
Who we are :
At Sutherland, we help strengthen our client's brands by improving how they work. We rethink the process and work together to streamline it, rebuild it, and deliver it back smarter than before.
Behind every screen, click or command, at the heart of each process transformation, is our people. It takes big ideas, strong designs, new technology, and top talent from around the globe to explore what's possible.
We empower and inspire our teams and leaders to simplify everyday tasks and interactions with a common goal : providing the best customer experience out there.
We are Sutherland. Where people and process come together.
You’ll Love working with us because :
We are experienced and have staying power
We have people strength
We invest in our people
Outside-the-box thinkers are rewarded!
We’re looking for dynamic sports enthusiasts with the individual initiative to do everything possible to ensure that every fan is beyond satisfied.
Spring Training is fully paid
we make sure you have the tools to succeed before you get on the field to work with our clients.
The Position :
The Fan Support Specialist is an experienced, enthusiastic, customer focused individual who provides friendly and high-quality service to Fans.
ESPN's mission is to serve the sports fan anytime, anywhere, connecting fans to the sport and fantasy games they love most.
In order to accomplish that mission, the Fan Support Specialist must work with the team to build and maintain a loyal customer base by handling transactions and resolving customer issues in a friendly, efficient, and secure manner.
Create best in class experiences for all fans that contact us
Support would include educating the fan, help them accomplish what they want to do, (stream a game, create fantasy account, etc.
and talk sports while you do it
Create relationships with fans based on a love of sports
Effectively use all available technology tools and resources to resolve fan inquiries
Develop and maintain a general knowledge of client’s products and services
Provide exceptional levels of service to every Fan via
chat, SMS, email / web-form, social, and voice
Adhere to company attendance guidelines
Always maintain professional relationships with coworkers and clients
Demonstrate strong critical thinking and problem-solving skills
Demonstrate patience with all customers
Express concern and acknowledge customer problems and issues
Communicate company products and values with confidence
This is the job for you if :
You have a passion for sports, fantasy sports, and gaming
You have a strong understanding of sports vocabulary
You have a vision for creating moment defining shared sports experiences
You can build partnership trust through flawless delivery and communication
You are comfortable working in fast-paced & highly collaborative environment
You can multitask, prioritize and manage time effectively
You can work autonomously as part of a fast-growing team
You are patient, keep a positive attitude and know how to manage stressful / frustrating situations
You are motivated and have high energy with a focus on learning, growing and contributing to team success
Our most successful candidates will have :
A High School diploma or GED
Excellent verbal and written communication skills; proficient reading skills
Multi-tasking skills, showcased through the use of several applications (experience working with CRM applications preferred)
Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience
Proven customer service skills