Sutherland

Customer Support

• Provide technical support and troubleshooting for antivirus software-related issues.
• Assist customers with app issues, ensuring they can use all available features.
• Offer guidance on how to use antivirus features effectively for optimal protection.
• Address customer inquiries, concerns, and account maintenance requests.
• Help with subscription management, including cancellations and refunds.
• Provide clear, step-by-step instructions to resolve technical issues and answer customer questions.
• Ensure customer satisfaction by delivering fast, accurate, and effective solutions.
• Document and track customer interactions in a clear and organized manner.
• Collaborate with the team to improve the customer support experience.

Customer Support Specialist, German, English – Antivirus Software

Human Resources

• Support HR and payroll operations by ensuring the accuracy and timeliness of administrative processes and data management
• Maintain compliance, coordinate with vendors, and ensure smooth employee lifecycle operations
• Perform data entry and maintenance in HR and payroll systems, including bank details, salary increases, and bonuses
• Manage mass uploads, download and analyze reports, and ensure data consistency and accuracy
• Communicate directly with clients and third-party vendors via email to ensure smooth coordination
• Handle confidential employee information with integrity and precision
• Ensure compliance with company policies and legal regulations in all administrative procedures

HR Administration Specialist – Turkish, English

• Process HR queries, using the leading ticketing and case management systems.
• Manage reports and perform data audits.
• Prioritize and organize the daily tasks in your personal queue.
• Shine throughout exemplary communication skills and teamwork.
• Act in accordance to company standards and project a positive overall image.

HR Back-office Administrator, Spanish

Recruitment

• Provide strategic thought leadership to translate priorities into actionable plans, ensuring resource capability and capacity.
• Lead strategy execution by managing projects and programs aligned with organizational strategies and objectives in talent acquisition to pursue non-linear growth.
• Identify new and emerging technologies and have an up-to-date, holistic read on the HR technology landscape.
• Lead program planning, define objectives and scope, and ensure successful execution across all stakeholders.
• Assess program effectiveness, identify areas for improvement, and establish performance management and goal setting for long-term sustainability.
• Maintain a performance improvement culture, act as a change agent, and develop teams to thrive on change.
• Lead and manage a team of Super Users who address end user tickets and support items.
• Lead and manage a team of Auditors who ensure systems and process compliance, including regulatory requirements.
• Oversee the ticketing system to ensure timely and effective resolution of end user issues.
• Develop and implement processes and standards for end user support to enhance efficiency and user satisfaction.
• Partner with COE leaders on larger projects and implementation initiatives to support end user feedback and new features in platforms.
• Provide leadership, guidance, and support to the Super User team.
• Conduct regular performance reviews and support professional development for team members.
• Lead and manage organizational change to ensure digital transformation is effectively adopted.
• Develop and implement strategies to drive cultural change and support the transition to new digital processes and tools.
• Foster a culture of innovation and continuous improvement, ensuring all team members are engaged and motivated to embrace change.
• Understand present state for all related processes, including process mapping processes in place and de facto, and identifying policies that are affected.
• Lead discovery sessions with the corresponding function owners, understanding the scope of change and doing root cause analysis to identify gaps and failure points.
• Drive the adoption of agile methodologies and design-thinking principles to ensure iterative development and continuous improvement.
• Collaborate with stakeholders to identify digital needs, prioritize initiatives, and ensure seamless integration of digital solutions into existing workflows and Sutherland technology stack.
• Identify and define metrics and KPIs that will be influenced by the project roll-out, including reviewing goals currently in place that will be impacted by the business case.
• Identify and define metrics that will indicate the success of the implementation, and build the corresponding tracking artifacts.
• Maximize the use of digital tools and technologies to drive efficiency and effectiveness.
• Leverage emerging technologies such as artificial intelligence, machine learning, and analytics to enhance operational capabilities across the Global People Office organization and beyond.
• Implement and refine processes to ensure optimal use of digital tools and technologies, fostering a user-centric approach to technology deployment.

Director, Talent Acquisition Technology – 6-Month Contract

• Respond to customer inquiries via phone and internal systems in a professional and timely manner
• Document all customer interactions accurately within tracking systems
• Research and resolve inquiries related to accounts, services, eligibility, claims, billing, and general support
• Strive to achieve first-contact resolution whenever possible
• Escalate complex or sensitive issues appropriately and ensure follow-up and closure
• Assist customers with account updates and service requests
• Support onboarding and orientation activities for new customers
• Conduct outbound outreach initiatives and follow-up activities as assigned
• Utilize multiple systems and computer-based resources efficiently
• Maintain professionalism and composure when handling escalated interactions
• Meet productivity, quality, compliance, and attendance expectations

Concierge Healthcare Customer Service

Claims Specialist

• Work independently, processing claims via data entry for 90% of your day.
• Be responsible for effectively adjudicating claims to meet production, quality, and other metrics in accordance with policy/procedures and regulatory guidelines.
• Follow up on claims needing additional information.
• Refer problem claims to a Lead and/or auditor for additional review.
• Make sure that the integrity of the information is accurate and kept private according to HIPPA guidelines.
• Work with specific software.
• May be assigned special projects.

Health Claims Specialist

IT Support

• Handle incoming calls, emails and tickets in accordance with SLA requirements
• Provide phone and written support for card terminals and ATMs
• Assist with installations, terminal replacements and activations
• Analyze and resolve technical and commercial inquiries, including troubleshooting error codes and connectivity issues
• Escalate complex cases and maintain accurate documentation in the ticketing system
• Support portal access requests and selected back-office activities

Technical Customer Support Specialist – Payments, POS, German, English

Backend Engineer

• Provide deep technical expertise in backend development, code reviews, and architectural discussions, ensuring best practices are followed
• Design, develop, test, and deploy backend software solutions using Node.js and Java, adhering to high-quality standards
• Architect and optimize relational database schemas, write efficient queries, and ensure data integrity and performance
• Develop and maintain components for real-time communication, including SIP signaling and RTP streaming
• Explore and implement solutions for audio/video media processing and integration within the contact center environment
• Contribute to the development of contact center-specific features and integrations, understanding the nuances of the domain
• Identify and address performance bottlenecks, ensuring the platform can scale to meet growing demands
• Diagnose and resolve complex production issues, providing timely and effective solutions
• Work closely with product managers, architects, QA engineers, and other stakeholders to deliver high-quality software

Senior Back-end Software Engineer, Node.js, Java

Support Engineer

• Provide technical support via calls, email, and ticketing systems
• Communicate effectively with customers and resolve issues
• Analyze and troubleshoot application, database, and infrastructure issues
• Execute SQL queries and scripts for data analysis
• Use SQL Profiler to diagnose performance issues
• Handle database scripts and index-related troubleshooting
• Troubleshoot Windows OS issues including third-party driver problems
• Analyze logs using Event Viewer
• Manage Windows services using services.msc
• Understand server concepts and types of servers
• Create and manage Active Directory accounts
• Perform password resets and account unlocks
• Document issues and resolutions

Technical Support Engineer

• Provide exceptional customer service as a brand ambassador
• Support all aspects related to the customer's digital sports platforms
• Create best-in-class experiences for fans contacting us
• Educate the fan and help them accomplish their goals
• Effectively use available technology tools and resources to resolve inquiries
• Maintain general knowledge of client’s products and services

Sports Customer Service Specialist

• Deliver exceptional service and solutions to customers through inbound calls and chat.
• Work with leading technologies and systems while having a dedicated team of leaders and peers to support you.

Customer Care Representative

Full-stack Engineer

• Develop and maintain web applications using backend technologies.
• Lead and take ownership of the project end to end.
• Build responsive front-end user interface with JavaScript/React.
• Write complex SQL and manage relational databases, including data migrations.
• Design and develop APIs as part of application frameworks.
• Implement and integrate Elasticsearch into existing applications.
• Build cloud-native applications in AWS.

Consultant – Full Stack Developer

Manager

• Drive the performance of a team of consultants, meeting and exceeding all KPI targets.
• Manage attrition, shrinkage, and other critical metrics of the team.
• Coach and mentor Consultants, providing feedback and performance management.
• Inform leadership on the latest trends of end-user customers and provide feedback to Ops Managers.
• Drive organizational initiatives within the team from time to time.

Team Manager, Senior Team Manager – Mortgage

• Apply and complete testing.
• Support customers of one of our customers, a global giant in the streaming media and entertainment industry.
• Build rapport with callers while sharing your love of movies, tv shows and animated stories.
• Provide technical support and troubleshooting assistance for streaming services.
• Collaborate with internal teams to enhance guest experience and resolve inquiries.

Customer Support – Streaming Services

Scrum Master

• Act as Scrum Master for one or more Agile teams delivering custom application development and prioritized based on the managed services incidents efforts.
• Facilitate Agile ceremonies including sprint planning, daily stand-ups, backlog grooming, sprint reviews, and retrospectives.
• Ensure the team adheres to Agile principles, removes impediments, and continuously improves delivery efficiency and quality.
• Partner with Product Owners and stakeholders to manage and prioritize the product backlog based on business value and operational needs.
• Track sprint progress, velocity, and delivery metrics, ensuring transparency and predictable delivery.
• Lead end-to-end delivery of custom application managed services, including development/ enhancements, and production support.
• Balance development work with operational support priorities, ensuring optimal team utilization and service continuity.
• Own project planning, scheduling, tracking, risk management, and delivery governance.
• Coordinate across development, support, infrastructure, QA, and business teams to ensure seamless delivery and operations.
• Act as the primary point of contact for client stakeholders for both project delivery and managed services operations.
• Conduct regular client governance meetings, including sprint reviews, service review meetings, and steering committee updates.
• Provide regular status reporting covering delivery progress, service metrics, incidents, risks, issues, and mitigation plans.
• Ensure alignment between business priorities, service requests, and development roadmap.
• Ensure effective management of service incidents, requests, defects, and enhancements through tools such as Azure DevOps.
• Monitor SLA compliance, service performance metrics, and team productivity.
• Implement continuous improvement initiatives to enhance service quality, team efficiency, and customer satisfaction.
• Drive root cause analysis and preventive measures for recurring incidents and service issues.
• Support release planning, deployment coordination, and post-release stabilization activities.
• Plan and manage team capacity across development, enhancements, and support activities.
• Ensure effective workload prioritization and allocation aligned with client and business priorities.
• Identify and proactively mitigate delivery risks, resource constraints, and operational challenges.
• Ensure adherence to defined SDLC, Agile processes, and organizational governance standards.