Company Description:
At Sutherland, we are committed to creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Sales & Tech Lead/SME who will assist the Team Manager to lead, develop and motivate a high-performance team of support professionals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Job Description:
As a Sales and Tech Lead, you will set the path to success by managing performance and service quality to guarantee customer satisfaction and meet revenue.
Leads in this role get to:
Empower the Work:
Provide Sales and Support to team members through:
- Updating the team on a need-to-know basis with the most up-to-date product and process information.
- Identify and escalate cases requiring engagement levels within the next level of support.
- Review and assess cases. i.e., NPS/RCR/Refund Scrubs and other relevant cases.
- Provide awareness to Team Managers for any employee knowledge gap opportunities for coaching.
Provide Subject Matter Expertise through:
- Queue and Aux Monitoring: Provide immediate assistance to shorten handling time/omit unnecessary offline activities.
- Provide real-time support on Slack, Teams or On-Site for all consultants (i.e., Refunds/Transfer Approval/Discount/Review Account via Skip Access, if applicable and other related cases)
- Respond to advanced inquiries of a technical nature through cases management.
Impact the bottom line: Will review daily operations report to:
- Identify, investigate, and research opportunities based on the report.
- Participate in activities designed to improve Customer Satisfaction and Business Performance
- Review Open Cases and Sales Leads/Opportunities
- Review the state of high priority cases.
Strengthen relationships: To interact and communicate effectively cross-functionally and within various levels of the organization.
Take the lead: Willing to take it upon themselves to
1) Handle escalated calls or chats
2) Conduct Tech Sales Sessions
3) Lead Pre/Post Shift Huddles in case Team Manager is not available.
Qualifications:
Our most successful candidate must have:
- Technical sales experience required .
- Technical Customer Service with Sales / Up-selling experience required
- Good English-Speaking Skills, B2 or above level
- Sales Minded: Able to promote sales strategies to achieve business goals while providing technical support assistance.
- Must be coachable and open-minded.
- Ability to promote fun and energetic culture.
- A proactive attitude towards developing trust and professional rapport with team members; the ability to be a team player.
- Strong customer-orientation when managing communications and issues.
- The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
INTERNAL APPLICANTS
- No active disciplinary actions or PIP
- Extensive knowledge of policies and processes
- Exceptional attendance record
- Meet or exceed 6-month scorecard “PDP.”
- Meeting or exceeding LOB’s critical metrics: NRPC & NPS
- Achieved Exceeds Most or Clearly Exceeds FY25 PDP rating.
- Completed
- Hosting Level 1 & Level 2
- Productivity Level 1 & Level 2
Additional Information:
All your information will be kept confidential according to EEO guidelines.
