Sport Tech & Data
Customer Service Representative - Overnight (11:30pm-8am EST)
Entry Level
North Macedonia
remote
Full time
Job description
About the Role
Sits within Deltatre's B2C Customer Service team, supporting end-users of streaming platforms for clients including the NBA, UFC, Sky Sports, NFL, and ATP. The team handles customer contacts across email, live chat, and other channels, helping fans get the most from their subscription experience. The Customer Service Representative provides first-line support to sports fans across web, mobile, game console, and other OTT devices.
Key Responsibilities
- Provide first-line customer support via email tickets and live chat
- Handle billing queries, account questions, and customer-facing administrative tasks
- Provide intermediate troubleshooting for streaming issues across devices — computers, mobile, game consoles, OTT devices
- Maintain consistent response quality during high-volume periods (live event windows)
- Follow defined runbooks and escalation protocols accurately
- Escalate complex technical issues to the relevant teams with the right context
Required Experience & Qualifications
- High School Diploma, GED, or equivalent
- General knowledge of computer browsers, mobile devices, and other consumer technology
- Availability for full-time overnight shifts (11:30pm-8am EST), weekends, and holiday scheduling after completion of training
- Open to flexible scheduling during the initial 3-week training period
- Able to work remotely from a private setting at home, conducive to focused shift work
- Reliable high-speed internet access
- Comfortable handling a steady volume of email tickets and live chats
- Good reading comprehension, with proficient grammar and spelling
- Handles customer interactions with patience and clarity, even when contact volume is high
- Learns the troubleshooting playbook quickly and asks good questions when something is unfamiliar
- Follows documentation to give consistent answers across customers
- Reads the customer's actual situation, not only the words they typed
Preferred Skills
- Previous customer service experience
- Previous call centre experience
- Previous experience supporting streaming, OTT, or subscription products
- Fluent in Spanish, or another second language
- Genuine interest in sport, useful for context with clients including NBA, UFC, Sky Sports, NFL, and ATP
Workplace
- Florida based remote from home
- Overnight shift: 11:30pm-8am EST
Salary
- Starting hourly rate $15.00 per hour
The Application Process
The hiring process includes a one-hour technical interview and a chance to deep dive on the role. Accessibility and accommodation questions are welcome at any stage.
- 1-hour Technical round of Interview: deep dive on your experience and collect examples of the responsibilities you've been dealing with in your past experience
- A chance to deep dive on the role and to ask questions
- If any of these formats would be difficult for you, tell us — we adjust regularly and can usually accommodate
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