ESPN Fantasy Sports Support Specialist (Remote)

Toronto, ON
Canada

Category
Industry
I.T.
Experience Required
Yes
Employment Type
Employee
Work Schedule
Full-Time

Job Description
Love sports? Do you use lingo like IDP, IR and PPR in conversations with friends? Do you know the difference between trade bait, a sleeper and a vulture back, then this might be your dream opportunity!

Sutherland is hiring professionals to provide permanent, work at home FAN SUPPORT for ESPN, who is considered The Worldwide Leader in Sports!

In this remote role as an ESPN FANTASY SPORTS SPECIALIST , you will support all aspects relating to ESPN's digital sports platforms, including chat, SMS, email/web-form, social, voice and self-service to provide superior fan experiences every day. If you have a strong passion for sports, enjoy fantasy games and are technically savvy; than this is the opportunity you have been looking for!

What we offer:
  • Medical, dental and vision benefits
  • 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
  • EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland


The Position:

The Fantasy Sports Specialist is an experienced, enthusiastic, customer focused individual who provides friendly and high-quality service to Fans. ESPN's mission is to serve the sports fan anytime, anywhere, connecting fans to the sport and fantasy games they love most. In order to accomplish that mission, the Fan Support Specialist must work with the team to build and maintain a loyal customer base by handling transactions and resolving customer issues in a friendly, efficient, and secure manner.

Responsibilities:
  • Create best in class experiences for all fans that contact us
  • Support would include educating the fan, help them accomplish what they want to do, (stream a game, create fantasy account, etc.), and talk sports while you do it
  • Create relationships with fans based on a love of sports
  • Effectively use all available technology tools and resources to resolve fan inquiries
  • Develop and maintain a general knowledge of client's products and services
  • Provide exceptional levels of service to every Fan via chat, SMS, email/web-form, social, and voice
  • Adhere to company attendance guidelines
  • Always maintain professional relationships with coworkers and clients
  • Demonstrate strong critical thinking and problem-solving skills
  • Demonstrate patience with all customers
  • Express concern and acknowledge customer problems and issues
  • Communicate company products and values with confidence

 
Job Requirements
This is the job for you if:
You have a passion for sports, fantasy sports, and gaming
You have a strong understanding of sports vocabulary
You have a vision for creating moment defining shared sports experiences
You can build partnership trust through flawless delivery and communication
You are comfortable working in fast-paced & highly collaborative environment
You can multitask, prioritize and manage time effectively
You can work autonomously as part of a fast-growing team
You are patient, keep a positive attitude and know how to manage stressful/frustrating situations
You are motivated and have high energy with a focus on learning, growing and contributing to team success


Qualifications:

How to make the roster:
High school diploma or GED
Ability to type 30+ words per minute
1+ years customer service experience
Excellent English communication skills, both verbal and written
Efficient in website/digital navigation and interaction
Knowledge about and passion for sports
Proficient in Microsoft programs
High level of energy, commitment, and strong drive to succeed


Requirements to work from home:
A quiet and distraction-free, secure place to work.
Excellent Internet connectivity:
Internet access speeds of 2 Mbps upload and 10 Mbps download - the faster the better!
In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates.
Wireless and/or satellite Internet Service Providers are not compatible with our systems.
A computer with:
1.6 Ghz Dual Core processor (the faster the processing environment, the better)
2 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 headset to use for training and meetings that is/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.


About us:

As a digital transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers globally, across industries from financial services to healthcare, achieve greater agility through transformed and automated customer experiences for over 30 years.