Remote Consultant – Streaming Support & Customer Experience Specialist for Entertainment Media Platforms (Work‑From‑Home)

About the Opportunity

Step into a role where your passion for movies, TV shows, and animated stories meets cutting‑edge digital support. As a Remote Consultant – Streaming Support & Customer Experience Specialist, you will become the friendly voice that guides millions of viewers through seamless streaming experiences. This 100% work‑from‑home position offers you the flexibility to design your own workspace while delivering world‑class service for a global entertainment giant. If you thrive on problem‑solving, love helping people, and possess a solid understanding of streaming technology, this is the career move you’ve been waiting for.

Why Join Sutherland?

Sutherland is a proudly recognized Great Place to Work in the United States, celebrated for its people‑first culture and relentless focus on digital transformation. For more than 35 years, we have partnered with industry leaders across finance, healthcare, retail, insurance, gaming, and, most importantly for this role, entertainment. Our mission is to make complex digital processes feel truly human—by empowering talented professionals like you to create memorable, friction‑free experiences for end‑users worldwide.

When you join Sutherland, you become part of a vibrant community that values:

• Innovation: A forward‑thinking environment where new ideas are encouraged and technology is leveraged to improve daily operations.
• Collaboration: Cross‑functional teams that share knowledge, celebrate successes, and support each other’s growth.
• Career Advancement: An internal promotion rate of 80% for frontline leaders—meaning your next step could be just around the corner.
• Well‑being: Comprehensive health and wellness programs, including a dedicated personal trainer, Employee Assistance Program (EAP), and flexible vacation policies.

Key Responsibilities

As the primary point of contact for streaming‑related inquiries, you will:

• Provide exceptional, multilingual (if applicable) customer service via phone, chat, or email, ensuring each interaction reflects Sutherland’s high standards.
• Diagnose and resolve technical issues related to streaming services on a variety of devices, including smartphones, tablets, smart TVs, gaming consoles, and set‑top boxes.
• Guide customers through step‑by‑step troubleshooting procedures—covering connectivity, playback errors, account authentication, and content availability.
• Document each case accurately in the company’s CRM system, noting detailed descriptions, resolutions, and any follow‑up actions required.
• Escalate complex technical problems to Tier‑2 support while maintaining ownership and ensuring timely closure.
• Identify recurring trends or systemic issues and proactively share insights with product and engineering teams to drive service improvements.
• Promote new features, subscription upgrades, and promotional offers when appropriate, contributing to revenue‑generation goals.
• Maintain awareness of industry trends, competitor platforms, and emerging streaming technologies to enhance the depth of support provided.
• Adhere to performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Quality Assurance (QA) scores.
• Participate in ongoing training sessions, webinars, and knowledge‑base updates to stay current with platform changes.

Essential Qualifications & Experience

To thrive in this role, candidates must demonstrate the following core competencies:

• Minimum 2 years of experience in a customer service or contact‑center environment, preferably within technology or entertainment sectors.
• Hands‑on experience troubleshooting streaming platforms (e.g., Netflix, Hulu, Disney+, Amazon Prime Video) on multiple device types.
• Proficiency with basic PC operations, including keyboarding, Microsoft Office Suite (Outlook, Word, Excel), and web‑based applications.
• Strong analytical mindset with the ability to diagnose problems quickly, isolate root causes, and articulate clear solutions.
• Excellent verbal and written communication skills, coupled with a friendly, empathetic phone demeanor.
• Demonstrated ability to multitask—handling several applications, tickets, or calls simultaneously without compromising quality.
• US residency with legal authorization to work in the United States.

Preferred Skills & Additional Attributes

While not mandatory, the following qualifications will set you apart from other applicants:

• Experience with Customer Relationship Management (CRM) platforms such as Salesforce, Zendesk, or ServiceNow.
• Technical support background—knowledge of networking concepts (Wi‑Fi, Ethernet, bandwidth requirements) and operating system fundamentals.
• Familiarity with streaming‑specific protocols (e.g., MPEG‑DASH, HLS) and DRM technologies.
• Certifications such as CompTIA A+, ITIL Foundations, or relevant vendor‑specific credentials.
• Previous remote work experience, demonstrating self‑discipline, time‑management, and a productive home‑office setup.

Technical Environment & Home Office Requirements

We provide all the necessary hardware—including a high‑performance laptop, headset, and software licenses—but successful remote consultants must meet the following minimum home‑office standards:

• Internet Connectivity: Minimum 2 Mbps upload and 10 Mbps download; wired (Ethernet) connection strongly recommended for stability.
• Dedicated, quiet work space free from background noise and interruptions.
• Reliable power source with an uninterruptible power supply (UPS) for brief outages.
• Compliance with Sutherland’s security protocols, including VPN usage, two‑factor authentication, and regular system updates.
• Exclusion of wireless or satellite ISPs that are incompatible with our secure systems.

Compensation, Benefits & Perks

We recognize the value of your expertise and time. Our comprehensive rewards package includes:

• Competitive hourly rate tailored to experience level, with regular performance‑based incentive programs.
• Paid training and onboarding to set you up for success from day one.
• Monthly recognition awards celebrating top performers, customer‑service champions, and innovation contributors.
• Full suite of health benefits—medical, dental, and vision coverage—with options for dependents.
• Retirement planning through a 401(k) match program.
• Generous paid time off (PTO) and a flexible vacation policy, supplemented by the Global Flexible Benefits Policy.
• Employee Assistance Program (EAP) offering counseling, legal, and financial guidance.
• Wellness initiatives including virtual fitness classes, mindfulness sessions, and access to a personal trainer.
• Opportunities for internal mobility, with clear pathways toward supervisory, specialist, or managerial roles.

Career Development & Growth Path

Sutherland invests heavily in your professional evolution. As you master the fundamentals of streaming support, you will gain access to:

• Advanced technical certifications and specialized training modules (e.g., Advanced Network Troubleshooting, Streaming Architecture).
• Mentorship programs pairing you with senior leaders who can guide your career aspirations.
• Cross‑functional projects that expose you to product development, quality assurance, and data analytics.
• Eligibility for internal leadership tracks such as Team Lead, Operations Supervisor, and Customer Experience Manager.
• Participation in global innovation challenges where you can pitch ideas to improve the streaming experience for millions of users.

Our Inclusive Culture

At Sutherland, diversity is more than a buzzword—it’s a core business driver. We celebrate a workforce that reflects a wide spectrum of backgrounds, perspectives, and experiences. Our commitments include:

• Equal employment opportunities regardless of race, color, religion, gender, sexual orientation, veteran status, disability, or any protected characteristic.
• Employee Resource Groups (ERGs) that foster community, support, and advocacy across various dimensions of identity.
• Regular inclusion training to ensure every voice is heard and respected.
• Transparent reporting and accountability mechanisms for diversity, equity, and inclusion objectives.

How to Apply

If you are ready to turn your love of entertainment into a rewarding career, we want to hear from you. Please submit your résumé, a brief cover letter highlighting your relevant experience, and any supporting documentation through the application link below. Remember, while meeting every qualification is ideal, we place a higher value on a positive attitude, eagerness to learn, and a genuine passion for helping customers.

Don't let perfection hold you back—take the first step toward an exciting new chapter today!

Closing Statement

Imagine a career where you can work from the comfort of your own home, engage daily with the latest streaming technology, and make a real difference in how millions enjoy their favorite content. Sutherland offers you that opportunity and more—competitive compensation, continuous learning, and a clear path for advancement. If you’re driven, tech‑savvy, and love storytelling in every form, click the link above and become a vital part of our world‑class support team. We look forward to welcoming you to a community that celebrates excellence, creativity, and growth.