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Home Working 

Q&A @Home Sykes

Overview and Locations

Q: What is Sykes @Home?
A: Sykes @Home is a sophisticated outsourcing solution providing access to robust work-at-home technology in addition to a well- educated, highly specialized, and flexible, virtual workforce comprised of Customer Advisors working from their homes in select locations across the UK Using Sykes proprietary technology, these Advisors are able to securely access applications that are hosted at a remote location in order to support and assist customers with a variety of customer service and technical needs as well as address various back-office functions including chat and social media. This unique program provides Sykes’ clients with a high-value, cost-efficient solution to achieve and advance their business goals.

Technical Requirements (PC, Headset, Specifications)

Q: Do I need to know how to use a PC to become a Sykes @Home Customer Advsior?
A: To be successful as a Sykes @Home Advisor, you must have a strong working knowledge of computers and be comfortable using both the Internet and e-mail. A virtual computer skills assessment is conducted as part of the application process. For those hired, we provide training materials and certification tests to prepare you to meet the more specific operational requirements of the client project you are assigned to once you are a Sykes @Home Advisor.

Q: What are the minimum technical requirements to become a Sykes @Home Advisor?
• A dedicated home office space which is separate, quiet and free from background noise
• A monitor with a resolution between 1280 x 1024 pixels and 1920 x 1200 pixels and a cable for HP Display port or HDMI
• An internet router with a free network connection for our computer (the computer will be provided to you free of charge and will be for work use only)
• A broadband connection (DSL, VDSL or cable connection, no Internet radio or satellite) with a Downstream of at least 16 Mbit/s and Upstream of at least 1 Mbit/s
• A landline with a free line/number for work and a free port (F connector or RJ11) for a work phone (the phone will be provided to you free of charge and will be for work use only)
• Comfortable and ergonomically sound furniture

Benefits, Support and Work Environment

Q: Will I get to choose which project I work on?
A: You will be a dedicated member of one of Sykes aware winning departments which provide customer service and technical support to a global gaming organization

Q: Will I have time to do other things while I’m at work?
A: No. You will receive calls constantly throughout your shift, and you must be at your computer at all times to receive them

Q: What if I have questions when I’m working?
A: Sykes will help get the answer! All Sykes @Home Advisors are assigned to a Trainer or Team Lead who will be available to answer questions and assist you throughout your shift via chat support. There is comprehensive training, a wide network of support, a comprehensive knowledge-base, a very robust intuitive internal social media platform and much more

Q: Are there opportunities for career advancement?
A: Absolutely! Because Sykes partners with many Global 1000 companies, and able to offer a wide variety of opportunities and experiences to employees at all levels. As a Sykes @Home Advisor, you’ll have access to various career development opportunities through their internal recruitment efforts as well as their ongoing training and development resources

Q: What are the age and educational requirements?
A: Sykes requires all employees to be a minimum of 18 years of age

Q: Does my office really need to be secluded and noise-free?
A: Absolutely! You must treat this as a professional position and keep your office completely noise-free. Common noise distractions include televisions, radios, barking dogs or other pets, family members or others in your home, doorbells, cell phones and even lawn mowers. You need to ensure that you are able to focus on the customers at all times by working in a consistently quiet environment during your shifts.

Assessments

Q: What are Sykes assessments?
A: Sykes assessment is an exercise to determine individual competencies, abilities and skills. These assessments are virtual and will last for 1.5-2hrs.

Q: How long will it take to complete my application?
A: 2-4 weeks

Q: What if I do not pass the Sykes assessments?
A: Sykes would reconsider after 6mths

Pre-Employeement Screening and Paperwork

Q: Will I be required to complete pre-employment screening?
A: Yes, all candidates are required to complete a disclosure and criminal background screening as and employment is contingent on successful completion of these

Q: Will I be required to complete any employment paperwork prior to starting work?
A: Yes, You will be provided all this information at time of assessment

Job Training

Q: Do I need to complete a training program?
A: Sykes @Home provides you with specific product and client training through a certification program to prepare you for the on-the-job requirements of your assigned client project. All training is paid, mandatory and is conducted online

Q: How much time does it take to complete the training?
A: 2 weeks, full time training from Monday to Friday 9-5pm

Q: Will I have support during training?
A: Yes, you will have a fixed training schedule that is led by a Sykes @Home trainer. Trainers will be available during set times to answer any questions you may have via an online chat room or conference call.

Schedules

Q: How do I schedule the hours I want to work?
A: Work schedules are determined based on the hours of availability you indicated you are available for during the application process and that you agree to work during your offer process. Specific hours vary by client project, flexibility is often required

Q: What schedules are available?
A: Full Time – 40hrs per week / 5 days out of 7 between 10.30-7pm, Monday to Saturday onlyPart Time – Minimum of 18hrs. Must be able to work every Monday & Friday either/or 10.30-12.30pm / 4-7pm.

Q: Will I need to work weekends or Bank Holidays?
A: Yes, you will need to be available to work both weekends and Bank Holidays. Some of our clients provide services and support to customers on weekends and holidays. As a result, you may be asked to work on weekends and holidays.

Q: How many working hours per week are required?
A: If you are considered for part-time employment you will be expected to work a minimum of 18 hours per week. Depending on your availability and the client’s needs, specific work schedules can range from 18-40 hours per week. Flexibility is a key part of being a Sykes @Home Advisor. You may also be offered the opportunity to work additional hours to support a particular client project. Eligibility for these programs is determined by each Advisors’s hours of availability.