NeuLion
  • 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 NBA, Univision, SKY, NFL, UFC, English Football League, World Surf League, Big Ten Network, 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:

NeuLion are setting up a new Technical Operations Centre in London to support a number of live sporting and entertainment services throughout Europe and are looking for strong candidates to help grow the team.

We are searching for full-time and part time customer/technical support representatives for our business operations team to work on a varied shift basis between 9 am and 2 am, including weekends and holidays    

THE EVERYDAY VIEW

  • Accurately document and resolve inbound calls, emails and live chat requests from end users.
  • Provide administrative support and technical issue resolution for technical problems involving different devices that deliver the 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.

  • Sports fan or knowledge of sports websites helpful.
  • Fluent in English and Portuguese.
  • Minimum of 1-2 years proven customer support experience preferred.
  • Computer helpdesk experience is an asset.
  • Call Center experience preferred
  • Demonstrable computer knowledge required: Browsers (IE, FF, Chrome, etc; Windows Media Player, Flash, etc; Devices)
  • Computer technical troubleshooting skills.
  • HTML knowledge helpful
  • Have used specialised knowledge to provide customers with pleasant and patient personalised assistance.
  • Can simplify complex terms or mechanisms in order for customers to understand.
  • Problem determination and analytical skills critical to success.
  • Strong interpersonal skills and able to build bonds with customers.
  • Time management skills and high attention to details
NeuLion
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