NeuLion
  • Sanford, FL, USA
  • 12.50
  • Hourly
  • Full Time

company paid benefits


WHO ARE WE?

NeuLion is the worldwide leader in creating interactive digital experiences for viewers across the worlds of professional sports, college athletics, cable and entertainment networks. We deliver, distribute and monetize live and on-demand content across every Internet-connected device imaginable and stand at the forefront of the media-technology revolution. There's a reason the world's biggest brands including the NBA, NFL, UFC, Univision, Big Ten Network, English Football League, the Ivy League and more, trust and rely on us: we are proven to provide the world's most dynamic and interactive digital experiences that are shaping the future of digital TV.

WHAT WE'RE LOOKING FOR:

We are searching for full-time customer/technical support representatives who are fluent in English and Japanese for our business operations team to work a schedule agreed upon between  9 am to 2 am, including weekends and holidays.   

THE EVERYDAY VIEW

  • Accurately document and resolve inbound calls, emails and live chat requests from customers.
  • Provide administrative support and technical issue resolution with technical problems involving the different devices that deliver service.
  • Diagnose end user problems using systematic listening and probing approach.
  • Apply appropriate speeches and scripts according to support or retention situation and identify needs for new scripts to deal with typical issues.
  • Quick resolution without sacrificing effectiveness, quality and customer satisfaction.
  • Escalate issues to tier 2 support via warm transfer for problem resolution in matters of greater complexity.
  • Performs outbound follow up on existing cases as appropriate

REQUIRED SKILLS AND EXPERIENCE

  • Fluent in English and Japanese.
  • Sports fan or knowledge of sports websites helpful.
  • Minimum of 1-2 years proven customer support experience.
  • Computer helpdesk experience is an asset.
  • Call Center experience preferred.
  • HTML knowledge helpful.
  • Demonstrable computer knowledge required: Browsers (IE, FF, Chrome, etc; Windows Media Player, Flash, etc; Devices)
  • Computer technical troubleshooting skills.
  • Have used specialized knowledge to provide customers with pleasant and patient personalized assistance.
  • Can simplify complex terms or mechanisms in order for customers to understand.
  • Problem determination and analytical skills critical to success.
  • Outstanding customer service skills. Strong interpersonal skills. Bonds with customers.
  • Willing to work 5 days a week in the afternoons and evenings, including weekends and holidays.
  • Time management skills. And High attention to detail.
  • Bachelor's degree preferred but not required.
NeuLion
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