Sutherland CloudSource Review: Work from Home in Customer Service

Do you get pleasure from providing stellar customer support?

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Do you need set pay and advantages?

Do you may have wonderful written and oral communication abilities?

And, have you ever at all times wished to work from your own home workplace?

Well, then turning into a customer support agent at Sutherland CloudSource could be the fitting work-at-home job match for you.

Since we first wrote this Sutherland Global Services overview just a few years in the past, Sutherland CloudSource has turn out to be Sutherland Remote Engagement.

Although its identify has modified, the fundamentals of the job haven’t.

However, the corporate has since added some totally different positions, necessities, and procedures, so I feel it’s vital to replace this overview with the latest data.

Let’s dive proper in!

What Exactly is Sutherland CloudSource (Now Sutherland Remote Engagement)?

Sutherland CloudSource, now generally known as Sutherland Remote Engagement, is the distant service division of Sutherland Global Services.

Sutherland Global Services has turn out to be a worldwide chief in the Business Process Outsourcing (BPO) for customer support and buyer interactions for a few of the most acknowledged Fortune 500 prospects.

Mostly, it helps companies everywhere in the world construct their very own distant groups and make the most of know-how to get their jobs finished effectively.

With the headquarters situated in Rochester, New York the corporate reaches throughout greater than 40 operational facilities through Sutherland CloudSource.

The firm operates in nations resembling Brazil, Bulgaria, Canada, China, Colombia, Egypt, India, Jamaica, Malaysia, Mexico, Philippines, the United Arab Emirates, the United Kingdom, and the United States.

Sutherland CloudSource helps companies win as a result of companies get the very best expertise and a bigger pool of candidates once they can additionally choose from the distant worker pool.

And from this distant expertise pool are retired professionals in addition to professionals who for have chosen to remain dwelling with their youngsters or work from dwelling for a wide range of causes.

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This is the place a few of you work-at-homers (WAHers) come in!

Sutherland CloudSource prides itself on providing a versatile, part-time schedule in a enjoyable but cutting-edge business.

They additionally point out the thoroughness of their coaching on their web site, which might actually assist those that work from dwelling perceive the job earlier than they begin.

You might be pleased to know that Sutherland CloudSource additionally made FlexJobs’ listing for 100 Top Companies with Remote Jobs.

What Will I Do as Part of the Sutherland Remote Engagement Team?

Sutherland’s Remote Engagement Team is made up of distant employees everywhere in the world, identical to you.

As a staff member, you’ll be one of many people who Sutherland can choose from when a consumer must construct its distant staff.

Say, for instance, a healthcare firm in California is seeking to create a customer support staff of East Coast employees to supply extra buyer assist hours.

If you’re primarily based in New York and have customer support expertise, you would possibly qualify as a best-fit candidate for that consumer.

Basically, Sutherland matches its shoppers and their must distant employees on the Remote Engagement Team who’ve the abilities they want, which may vary from customer support to tech assist to gross sales and all the pieces in between.

The positions are usually versatile in which you could resolve if you wish to work part-time or full-time hours and solely settle for roles with shoppers who meet your scheduling wants.

Many of them supply night hours or weekend hours for individuals who want them.

However, relying on the wants of the consumer, you would possibly have to have a particular schedule inside these hours or meet plenty of hours per week.

Sutherland does state that it’ll strive its finest to work with you when you want schedule adjustments relying in your efficiency and the wants of your present program.

Sutherland companions with different comparable firms, like FlexJobs and Teleworks USA, to recruit individuals such as you to shoppers who need assistance.

What Are the Basic Requirements/Special Skills Needed for the Sutherland Remote Engagement Team?

While Sutherland CloudSource does have authorized necessities in compliance with state and federal legal guidelines, they’re additionally on the lookout for the fundamental necessities appropriate to any such job as effectively.

To work in most positions, you:

have to be over the age of 18.
be legally permitted to work in the USA.
be dependable and likewise versatile.
be detail-oriented and keen to supply superior customer support.
ought to possess good self-management and self-motivation abilities.
ought to have the flexibility to use logic and make on-the-spot selections.
will need to have an understanding of common enterprise operations and assets.

Each consumer will, in fact, have its personal necessities for its job, so it’s vital that you simply match the invoice together with your abilities and expertise.

Sutherland additionally notes that candidates will need to have a separate workplace house with a door in which they’ll work.

That implies that those that have youngsters in the house throughout work hours will not be the very best match for the job, as you’ll usually have to make calls that require no background noise.

Finally, Sutherland does require a legal background examine of all workers earlier than they be part of the staff.

Some shoppers may additionally require a credit score screening.

It’s unclear whether or not Sutherland or candidates have to pay for these screenings.

I’ve additionally learn on some critiques from present and previous workers that drug screenings could also be required by shoppers, which is an odd requirement for work from home workers.

However, the Sutherland web site doesn’t point out this requirement.

What are the Computer/Home Office Requirements?

Some employment alternatives—not all—will solely enable Windows 10 to be put in as a result of it’s the newest model of Windows.

Other shoppers will enable for Windows 7/Windows eight/Windows eight.1 in addition to Mac OS X.  So, in case you are a “Mac lover” this can be a great work-at-home choice for you.

Other issues on your PC will embrace:

Dual or Quad-Core processing (the sooner the higher) relying on this system.
2 to four GB RAM (the extra RAM the higher) relying on program.
10 GB arduous drive house.
1 Mbps add velocity with a 5 Mbps obtain velocity.
One or extra accessible USB ports ( or higher).
Sound/audio assist.
USB headset with dual-ear and noise-canceling microphone (Sutherland recommends the Plantronics PLNAUDIO478 or Logitech USB H570e, that are each beneath $40 however nonetheless prime quality)

Sutherland additionally states that wi-fi and satellite tv for pc web methods are usually not allowed for use as a result of they don’t work with the system.

What Are the Hours and Pay at Sutherland Remote Engagement?

The hours are typically part-time throughout enterprise hours and even barely prolonged previous enterprise hours in the shoppers’ time zone.

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While the hours are thought-about versatile, they don’t seem to be 24/7 and also you’ll nonetheless want to suit your schedule into the wants of the consumer.

The pay may even differ with every consumer and mission.

You’ll have the ability to see this data earlier than accepting a mission you match with, although.

According to some reviews on-line, the pay is akin to different comparable distant customer support jobs.

For some, it’s not fairly sufficient, however I’m positive that each one relies on how effectively the consumer is keen to pay.

Sutherlands through a pay card or direct deposit each two weeks.

I do wish to level out, although, that not all the pieces with Sutherland is about pay.

Sutherland truly affords a wonderful advantages package deal for its distant employees that may far outweigh the doubtless mediocre pay you get from a consumer.

The advantages embrace paid coaching, paid time without work, efficiency incentives, profession growth alternatives, ongoing assist, and imaginative and prescient, dental, and well being advantages.

Are You an Independent Contractor or an Employee?

Unlike comparable distant positions, you’ll be thought-about a part-time worker at Sutherland CloudSource.

Even part-time, you may be supplied a few of the identical advantages as full-time workers and likewise obtain a primary 401ok package deal.

There can be promotion from throughout the firm for distant employees in addition to their outdoors colleagues.

However, you can not work for an additional distant name middle such as you would have the ability to as an unbiased contractor as it will likely be thought-about battle of curiosity.

Sutherland expects, because you’re an worker, that you simply’ll go away your schedule open for its shoppers.

What is My Overall Impression of Sutherland Remote Engagement Services?

It seems to be like an important firm to work for as a customer support agent.

It additionally seems to be like there’s loads of room for development.

Also, if the distant agent ever needs to transition into a daily B&M (brick and mortar) job with Sutherland, it seems that there are additionally alternatives to try this.

I admire that the corporate affords paid coaching and appears to offer distant employees all of the instruments they should get began with their program and maximize their success.

One downside, in my opinion, is that the roles aren’t actually as versatile as Sutherland makes them appear.

When you get employed right into a program, you’ll want to fulfill the scheduling wants of that consumer.

So, you would possibly have the ability to say you wish to work principally night hours on a part-time schedule, however you may’t essentially select your personal hours.

You’ll nonetheless want to stay to a schedule that works on your consumer.

You can also’t do that job with youngsters in the house, which generally is a main downside for folks who want a job that gained’t require them to place the children in daycare.

I do additionally wish to remind you that you simply may need to pay for some issues earlier than you begin working right here.

Although it’s not essentially uncommon to should shell out a little bit cash for gear to begin a job at dwelling, I do perceive that this may be thought-about a adverse for households who actually don’t have the cash to spare.

What Do Others Think?

When we first wrote this text, there wasn’t a lot data on the internet about Sutherland’s distant jobs.

There’s undoubtedly extra now, so it’s a lot simpler to see what different individuals who have labored with the corporate give it some thought.

One frequent criticism I’ve seen has to do with the coaching course of.

Some employees really feel that, whereas it’s thorough, it lasts manner too lengthy – as much as a month, in some circumstances – making it take longer so that you can get began working.

Others even have some complaints about pay.

I’ve seen some workers point out they make between $eight.50 and $11 an hour, relying on the consumer, however anticipated to be making extra.

It additionally appears that the system you’re employed from generally is a little clunky and outdated, in accordance with some workers.

One criticism that basically considerations me is that a number of workers word that transitioning to different packages will be tough and hectic.

One reviewer, for instance, stated that she and her staff got solely 30 days discover earlier than their program was ending and plenty of of them weren’t in a position to switch to different urged packages as a result of they didn’t meet necessities.

That will be fairly scary when you don’t have one other job to fall again on.

On a constructive word, a number of reviewers do agree that their managerial and assist groups had been wonderful to work with and really useful all through the size of their packages.

How Can an Interested Applicant Apply?

To signal as much as be part of the Sutherland Remote Engagement Team, you simply have to go to the web site and apply.

Once you submit your data, you must hear again from Sutherland quickly in regards to the subsequent steps.

Many workers say that the applying course of itself is comparatively simple and straightforward to get by.

If you don’t at the moment see any positions open for the Remote Engagement Team, you may at all times submit your data to the Talent Network as an alternative.

Sutherland will maintain your data on file and allow you to know when the place turns into accessible.

Does Sutherland Offer Other Remote Positions?


Sutherland Global does produce other distant positions accessible on its Jobs web page which may swimsuit you higher than a task with the Sutherland Remote Engagement Team.

Most of them are part-time and non-managerial, however there are additionally some extra expert managerial jobs which might be distant.

I do wish to level out that the Jobs web page doesn’t solely listing Sutherland’s distant positions.

You’ll additionally discover a number of on-site positions, so remember to search for those that say one thing like “Remote” or “Offsite” in the situation description.

You can at all times take a look at the web site for open positions, however listed below are just a few of the most typical and standard jobs from Sutherland:

Tech Support and Sales Consultant

This is certainly one of many extra standard distant careers at Sutherland Global.

These are full-time work from dwelling positions which might be accessible in 36 states.

For the job, you’ll be engaged on a service-focused staff offering primary tech and buyer assist to prospects of shoppers.

The position does require some gross sales expertise, too, since you’ll should be doing issues like suggesting different related merchandise or upselling to prospects.

You also needs to have wonderful information of the merchandise you’ll be working with so to make useful suggestions to prospects.

The coaching for this program is obligatory and would require a full-time schedule, 5 days every week for eight hours a day.

Four of these hours might be in a classroom surroundings whereas the opposite 4 are self-paced.

The full coaching lasts for six weeks earlier than you start working.

Sutherland often breaks up coaching into totally different blocks, so you may resolve which one finest meets your scheduling wants.

Some weekend and night hours might be required.

A highschool diploma is a requirement and also you’ll additionally want two 20-inch displays arrange in your own home workplace.

Mortgage Underwriter

Self-motivated candidates can apply for the Mortgage Underwriter place to assist shoppers remotely with their approval and denial course of for mortgages.

You’ll be accountable for inputting vital applicant data that results in a choice a couple of mortgage.

Based on the knowledge you collect you’ll assist make these vital selections.

Only a highschool diploma or GED is required of candidates, however a school diploma in a related area is preferable.

You’ll additionally have to have not less than three years of underwriting expertise beneath your belt.

You ought to have the ability to multitask, talk effectively, and work effectively to excel at this job.

Professional .NET Developer

Do you may have techie expertise growing apps utilizing the .NET platform?

This place might be simply the distant job you’re on the lookout for.

Although this place will be distant, you’ll nonetheless have to collaborate with the remainder of the staff to finish design duties, visualize an idea, and many others.

You’ll want not less than 5 years of growth expertise with .NET functions, not less than 1 yr of expertise growing net functions, and thorough proficiency with the Microsoft Office suite.

Digital Marketing Automation Expert

Those who’ve expertise in advertising and proficiency with Marketo can apply for this place, which focuses on boosting the advertising efforts of Sutherland.

You’ll be working with the remainder of the advertising and design staff to conceptualize campaigns and maintain them transferring from begin to end.

Therefore, you’ll should be a wonderful communicator and staff participant.

At least three years of inbound advertising expertise is important, plus a robust sense of design, familiarity with HTML and CSS coding, CRM expertise (Salesforce most popular), and an understanding of opt-ins and different elements of a profitable gross sales funnel.

Accounting Associate

Some of Sutherland’s accounting jobs are on-site whereas others are distant.

Some of the positions are additionally for Sutherland itself, whereas others are accounting positions for shoppers.

As an accounting affiliate with Sutherland, you may help with taking cost of consumer accounts and paperwork.

You may also be in cost of paying workers and different bills.

If you signal on for accounting duties for shoppers, you may assist them deal with their prospects’ accounts and fulfill some other accounting clerical duties they may have.

Most accounting positions will want candidates with a highschool diploma or GED, not less than 5 years of accounting expertise, and proficiency with Excel and Microsoft Word.

You also needs to have some customer support abilities, as you might want to often contact prospects to remind them about their funds or ask account-related questions.


What do you consider Sutherland work from dwelling jobs? Have you labored with the staff beforehand, or do you at the moment work there? We’d love to listen to your ideas – drop a remark under!

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