About Company
Sky Group, a part of Comcast Corporation, is a leading media and entertainment company dedicated to connecting millions of customers to the best content, products, and services. While primarily renowned for its extensive operations across Europe, our unwavering commitment to innovation and unparalleled customer satisfaction extends globally through various ventures and expanding remote teams. We firmly believe in fostering a diverse, equitable, and inclusive environment where every voice is heard, valued, and empowered, and where every team member’s unique contributions are pivotal to our collective success. Join Sky Group and become an integral part of a forward-thinking team that is actively shaping the future of entertainment and connectivity, even as we strategically expand our remote operational capabilities to better serve an increasingly diverse and geographically dispersed customer base.
Job Description
Are you a tech-savvy individual with a passion for helping others and a natural ability to thrive in a flexible, remote work environment? Sky Group is actively seeking a dedicated Remote Support Specialist to join our rapidly growing team. This is an exciting opportunity to provide exceptional technical assistance and world-class customer service to our diverse customer base directly from the comfort and convenience of your home, all while enjoying a schedule that offers significant flexibility to support your work-life harmony. As a Remote Support Specialist, you will serve as the primary point of contact for customer inquiries, adeptly troubleshooting a wide array of technical issues related to various Sky Group services. This could range from optimizing streaming platform performance and resolving complex connectivity challenges to assisting with detailed account management queries and expertly guiding users through new feature implementations. Your ultimate goal will be to ensure a seamless, positive, and memorable customer experience with every single interaction. We highly value strong problem-solving skills, impeccable communication abilities – both written and verbal – and a proactive, deeply customer-centric approach to service. This role is perfectly suited for someone who is self-motivated, highly organized, and capable of working independently while seamlessly integrating as an integral part of a supportive and collaborative remote team. You will be empowered with cutting-edge tools, comprehensive knowledge bases, and readily available resources to diagnose and resolve issues effectively, guiding customers through solutions with patience, clarity, and expert advice. Embrace a role where your direct contributions significantly impact customer satisfaction and uphold Sky Group’s global reputation for excellence. We offer a comprehensive and immersive training program designed to equip you with all the necessary knowledge and skills to succeed and excel in this dynamic and evolving role. This position offers a unique chance to achieve an optimal balance between professional growth and personal commitments, empowering you to manage your work-life harmony effectively in a modern work setting. Join us in shaping the future of entertainment and connectivity.
Key Responsibilities
- Provide remote technical support to customers via phone, email, and chat, resolving issues related to Sky Group products, services, and accounts.
- Diagnose and troubleshoot technical problems efficiently, escalating complex issues to senior support staff or specialized departments when necessary.
- Guide customers through step-by-step solutions, ensuring clear understanding and successful resolution of their inquiries.
- Maintain accurate and detailed records of all customer interactions and service requests within our CRM system.
- Adhere strictly to Sky Group's service level agreements (SLAs) and internal quality standards to ensure consistent service excellence.
- Continuously learn and stay updated on product knowledge, system changes, and best practices in customer support.
- Provide excellent customer service, maintaining a positive, empathetic, and professional attitude at all times.
- Identify opportunities for process improvement and contribute to the development and maintenance of knowledge base articles.
- Work collaboratively with other remote team members and departments to ensure a cohesive and effective support operation.
Required Skills
- 18+ months of experience in a customer service or technical support role.
- Strong verbal and written communication skills.
- Excellent problem-solving and analytical abilities.
- Proficiency with standard office software (e.g., Microsoft Office Suite, Google Workspace).
- Ability to work independently and manage time effectively in a remote setting.
- Reliable high-speed internet connection and a dedicated quiet workspace.
- Experience with CRM software and ticketing systems.
- Tech-savvy with the ability to quickly learn new software and systems.
Preferred Qualifications
- Associate's degree or higher in a relevant field (e.g., IT, Communications, Business).
- Experience with remote diagnostic tools and utilities.
- Familiarity with streaming technologies, home networking, or digital media services.
- Previous experience working in a flexible or remote schedule environment.
- Bilingual proficiency (e.g., Spanish, French) is a plus.
Perks & Benefits
- Competitive hourly wage with opportunities for overtime.
- Flexible work schedule options to promote optimal work-life balance.
- Comprehensive paid training program designed for your success.
- Access to employee assistance programs for well-being support.
- Opportunities for career growth and professional development within a global company.
- Remote work setup, eliminating commute time and associated costs.
- Employee discounts on Sky Group (or partner) services where applicable.
- Virtual team-building activities and a supportive remote culture.
How to Apply
Interested candidates are encouraged to submit their resume and a cover letter detailing their relevant experience and why they are a great fit for Sky Group. Please ensure your application highlights your experience in remote support and your ability to thrive in a flexible work environment. Click on the application link below to apply for this job.