Job Description

Note from FlexJobs Staff: The employer indicates this position is remote anywhere in the United States.

Customer Service Representatives/Tier I Support – Remote

  • Contract Type: Permanent WAH
  • Location: Rochester – NY
  • Industry: Telecom
  • Job ID: REF4083Z

Company Description:

Customer Service Representatives/Tier I Support – Remote

Do you go above and beyond to satisfy the needs of your customers? Are you a dynamic, out-of-the-box thinker with the initiative to do everything possible to ensure that every customer is beyond satisfied? Have you been described as friendly and down to earth?

Join us.

Job Description:

Sutherland is now seeking Customer Service Representatives to provide Tier 1 technical support for customers of one of our customers, a leading telecommunications/internet service provider. In this work from home position, you will answer calls and provide an outstanding customer experience to callers related to services issues, internet connectivity and hardware technical support. This is the job for you if:

  • You can execute on delivering a great customer experience
  • You are an early adopter: the first of your friends to buy the latest computer or mobile phone platform.
  • You are the “Go-To” person who helps others get the most out of their Products and Services
  • You are technically savvy and understand Operating Systems/Streaming Video/Web Applications
  • You can handle multiple call types

What we offer:

  • Attractive hourly rates
  • Medical, dental and vision benefits; EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland
  • Paid training & PTO
  • Advancement opportunities – 80% of our frontline leaders have been promoted from within
  • Additional pay incentives as well as monthly rewards & recognition programs
  • Employee Discounts


  • High school diploma or GED
  • Excellent verbal and written communication skills; proficient reading skills required
  • 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 required
  • Prior customer service experience preferred

Requirements to work from home:

  • A quiet and distraction-free, secure place to work.
  • A computer with:
    • 1.6 Ghz Dual Core processor (the faster the processing environment, the better)
    • 4 GB RAM
    • 10 GB available hard drive space
    • One or more available USB ports (2.0 or greater)
    • Sound/audio support
    • Windows 10
    • 2 – 20 inch monitors
    • Wired Keyboard
    • Wired Mouse
  • A headsets that has:
    • USB
    • Dual ear
    • Noise-cancelling microphone
  • A Smartphone (iOS or Android), 4 years old or newer, in which you will be able and willing to download our app that will be leveraged for company communications.
  • Excellent Internet connectivity:
  • Internet access speeds of 2 Mbps upload and 10 Mbps download – the faster the better!
  • *Wireless and/or satellite Internet Service Providers are not compatible with our systems.
  • In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates.