Tier 2 Customer Care Agent

About Fubo

With a mission to build the world’s leading global live TV streaming platform with the greatest breadth of premium content and interactivity, FuboTV Inc. (NYSE: FUBO) aims to transcend the industry’s current TV model. Fubo operates in the U.S., Canada, France and Spain. The company also has a growing technology center in Bangalore, India that is developing strategic product and technology features for the global Fubo platform.

We’re rapidly growing in employees, subscribers, and content offerings! Which means we need your help taking us to the next level. 

Fubo is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply.

About the role

*This role is a remote contractor position in the Dominican Republic*

Fubo is currently seeking a bi-lingual (Spanish and English) Customer Care representative to deliver world-class support and build customer satisfaction and loyalty by handling all inquiries regarding Fubo’s service and customer subscriptions over the phone and online (via email and social media). We need a resourceful and attentive individual who can best use all their tools and technologies to help resolve customer service issues. The ideal candidate will be expected to complete ongoing training to stay abreast of product, service, policy changes, and technical issues relevant to our users. 

The candidate will also provide effective and timely resolution of a range of customer inquiries from billing, technical, and social media and should strive for a one-call resolution of customer issues.

Education and Technical Requirements

• High school diploma or GED equivalent
• Ability to speak, read, and write professionally in both English and Spanish
• Experience handling advanced customer care contact contacts escalation from Tier 1 agents 
• Experience with social media platforms, managing posts, and engagement. 
• Excellent interpersonal skills
• Ability to identify and meet customer's needs and requirements
• Exceptional phone and customer service skills
• Punctual, regular, and consistent attendance is required

Knowledge, Skills, and Abilities

• Excellent telephone etiquette, verbal, and written communication skills
• Must be self-motivated with a demonstrated ability to work independently in a fast-paced environment
• Ability to establish and maintain effective relationships with customers
• Strong team and interpersonal relationship skills conducive to team development
• Ability to work independently, make judgment decisions, and demonstrate consistent follow-through
• Very strong written and verbal communication skills are required
• Exercises good judgment in decision-making to routinely deliver exceptional customer support at all times

Other Requirements

• Must provide up to date computer/laptop (No Chromebook), and Reliable internet connection
• Must be available for the weekend (Saturday & Sunday) hours 
• All Call Center representatives work on a shift basis, and as such will be required to periodically rotate shifts and regular days off
• All customer care representatives must be willing to work all shifts, overtime, holidays, and emergency shifts as required