Fan Support Specialist
Sutherland Global Services
Windsor, ON CA
11d ago

Job Description

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

  • If you have a strong passion for sports, enjoy fantasy games and are technically savvy; than this is the opportunity you have been looking for!
  • 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 are a global provider of process transformation services and have been successful in this industry since 1986
  • We have people strength

  • Sutherland currently employs over 38,000 professionals in 20 countries across the globe
  • We invest in our people

  • We have a " promote from within " culture that is not limited or impeded by geographical locations. Many of our managers started out as associates on the phone
  • 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.

    Responsibilities :

    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

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