About this role.
This role involves providing customer support for a global streaming media and entertainment company. As a Customer Support Representative, you will handle calls, troubleshoot streaming issues, and ensure an exceptional guest experience. The position offers comprehensive benefits, including medical/dental/vision, vacation, and wellness programs, along with strong promotion-from-within opportunities. The ideal candidate has prior customer service or contact center experience, basic streaming troubleshooting knowledge, and strong problem-solving skills. This is a work-from-home position with specific internet connectivity requirements.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Manager,
I am writing to express my enthusiastic interest in the Customer Support Representative position for Streaming Services at Sutherland. With a strong background in customer service and a genuine passion for entertainment, I am confident in my ability to provide the exceptional guest experience your team values.
In my previous roles, I honed my problem-solving skills while handling technical support inquiries, and I am well-versed in troubleshooting streaming issues across devices such as smart TVs and phones. My ability to multitask and use multiple applications simultaneously has enabled me to resolve customer issues efficiently and professionally.
I am particularly drawn to Sutherland's commitment to employee growth, as the promote-from-within culture aligns with my career aspirations. I am excited about the opportunity to bring my communication skills and technical aptitude to your team.
Thank you for your consideration. I look forward to discussing how I can contribute to your success.
Sincerely,
Jane Doe
Sample interview questions
I have experience with major streaming platforms like Netflix and Hulu. For buffering, I would first ask if the issue persists on other devices, then check internet speed and connection, suggest restarting the device or router, and verify service status for outages. I'd also ensure the app is updated.
I would stay calm, listen empathetically, and apologize for the inconvenience. Then I'd take ownership of the issue, explaining steps clearly and reassuring the customer. If needed, I'd escalate but keep the customer informed, ensuring they feel valued and supported throughout.
I am a passionate consumer of streaming content and understand its importance in people's lives. I enjoy helping others access entertainment seamlessly, and I'm excited about being part of a dynamic industry that constantly evolves with new technology.
In my previous call center role, I used a CRM, knowledge base, and email simultaneously while on calls. For instance, I would quickly search for solutions in our database while updating the customer's account in CRM, ensuring accurate records and faster resolution.
Excellent customer service means treating every customer with respect, actively listening to their needs, and providing timely and effective solutions. It also involves making the customer feel valued and ensuring they leave the interaction satisfied, even if the issue remains unresolved.
Company Description
Apply and complete testing to move to recruiter contact stage.
We’re Sutherland and we are currently seeking enthusiastic and people-oriented professionals to join our dynamic team in supporting customers of one of our customers, a global giant in the streaming media and entertainment industry. If you are looking to build a fulfilling career and are confident you can build rapport with callers while sharing your love of movies, tv shows and animated stories, consider joining us now and growing with us in the future.
Job Description
What we offer:
- Pay incentives as well as monthly rewards & recognition programs
- Medical, dental and vision benefits
- Exciting vacation benefits, including a newly introduced Global Flexible Benefits Policy.
- Promote from within opportunities – 80% of our frontline leaders began their careers at Sutherland as reps
- EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland
Qualifications
Experience working in a customer service or contact center environment with a passion for providing an exceptional guest experience
- Experience with streaming to include basic troubleshooting skills, and demonstrated understanding of streaming services on phones, smart TVs, etc.
- Basic PC keyboarding skills; Microsoft Office experience (Outlook, Word, Excel)
- Technical support experience
- Strong problem-diagnosis and problem-solving skills
- Multi-tasking skills, with the ability to use several applications simultaneously
- Experience working with CRM applications (preferred)
Additional Information
We will provide all equipment, but to be successful when working from home, you must have the following:
- Excellent Internet connectivity:
- Internet access speeds of 2 Mbps upload and 10 Mbps download – the faster the better!
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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