The job, in the employer's words
Descrizione azienda
We are the tech company behind the media and sporting moments that matter.
Over four decades, Deltatre has grown to employ more than 1,000 experts worldwide.
We're trusted by the biggest broadcasters, telcos, media companies, sport governing bodies, leagues, and federations.
Our products, innovation, dependability, and people continue to redefine how the value of live and on-demand sport, film, TV, and news content is maximized across streaming, digital, data, graphics, officiating, and through marketplace strategy and growth services.
Posizione
Full-time, overnight (11:30pm-8am EST), Florida based remote from home. Nights, weekends, and holiday scheduling required after training. You will need a private setting conducive to focused work and reliable high-speed internet access. Starting hourly rate $15.00 per hour.
This role sits within Deltatre's B2C Customer Service team — supporting end-users of the streaming platforms we deliver 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.
As Customer Service Representative, you will provide first-line support to sports fans across web, mobile, game console, and other OTT devices. The work involves billing queries, intermediate troubleshooting, and handling up to 100+ customer contacts per day across email and live chat — with sustained volume during major broadcast events.
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
Requisiti
You handle customer interactions with patience and clarity, even when contact volume is high. You learn the troubleshooting playbook quickly, ask good questions when something is unfamiliar, and follow the documentation to give consistent answers across customers. You read the customer's actual situation, not only the words they typed.
Required
- High School Diploma, GED, or equivalent
- General knowledge of computer browsers, mobile devices, and other consumer technology
- Experience and availability for full-time nights (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
Valued
- 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 the clients we support (NBA, UFC, Sky Sports, NFL, ATP)
Who Thrives Here
Customer service at Deltatre means representing major sports brands to their fans — the NBA, UFC, Sky Sports, and others. The work has its rhythm: quieter periods between events, then sustained contact volume when a major game or fight is live. Good Customer Service Representatives read the rhythm and stay steady through both.
People who do well in this role tend to be patient with customers who are frustrated (the fan who can't get the stream working five minutes before kickoff is the test of the job), comfortable with the structure of scripted troubleshooting, and honest about what they don't know — they escalate rather than guess. Genuine interest in sport helps too — you will be talking about it every day.
Process and what to expect
- 1-hour Technical round of Interview: we will 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 for you to ask questions.
If any of these formats would be difficult for you, tell us — we adjust regularly and can usually accommodate.
Accessibility and accommodation questions are welcome at any stage. Tell us what would work for you.
Requirements mentioned
- You handle customer interactions with patience and clarity, even when contact volume is high. You learn the troubleshooting playbook quickly, ask good questions when something is unfamiliar, and follow the documentation to give consistent answers across customers. You read the customer's actual situation, not only the words they typed.
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