Frequently Asked Questions

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General 
Questions

Who is 5CA?

5CA is a customer experience partner with a global network of talent spread out over five continents, and our home office in Utrecht, The Netherlands. We believe all customers can be ambassadors. Through our human talent, the best tools and data-driven insights, we reimagine support services and transform them into brand experiences.

What does 5CA do?

Outsourced customer support

Flexible, data-driven outsourced customer support solutions in any language, any skill, anywhere. 15+ years experience with work-from-home, combining human talent with cloud-based technology.

Curious? Learn more on our main site.

Where are your offices located?

In the homes of any of our work-from-home people! But if you’re looking specifically for our offices in the Netherlands, they are located at:

Stationsstraat 154, 3511 EK
Utrecht, the Netherlands.

You can find instructions on how to reach them by clicking here.

 

Job Openings

 

What job openings are available at the moment?

You can find all of the jobs for which you can apply on our jobs page by clicking here.

What is the difference between a Support Agent position and a Staff position?

A Support Agent job is the bulk of the positions that we hire for: they are our frontline, the incredible people who spend every day helping our clients’ customers with various problems.

Staff positions are all other positions that are not Support Agents: from being a Team Lead in our Ops Department, to being a Data Engineer in our Data Team, to being a Recruiter, an HR Administrator, or any other job. Those are all staff positions.

Do you have any part time jobs?

Most of our Support Agent positions are usually full-time positions, but we do open part-time jobs from time to time. On the application form for each Support Agent job you will find a field to enter how many hours you are available for a position, and we will try to consider youf or a job accordingly. Please do note that it may take much longer to find a part time position that suits you, due to their relative rarity.

For staff-level positions, you should assume that the position is always full time unless the job description or job title specifically say otherwise.

Do you have an internship program?

We do not have an active internship program at the moment.

How long will the recruitment process take?

For active job openings, this process will generally take between 2 and 4 weeks, depending on how many applications we are receiving and how quickly you, our candidate, is responding to our recruiter’s emails. For inactive job postings (i.e. ones that currently do not have a vacancy tied to them, usually indicated by a disclaimer above the job description), the process will be longer as you will likely be placed into a Talent Pool for some time before proceeding to an actual position.

Is there an age requirement to work for 5CA?

You need to be at least 18 years of age to be eligible to work at 5CA.

How do I apply for a position at 5CA?

If you’re excited about working with us, then make sure to go to one of our open jobs at [link to jobs]. Once you open a job that looks interesting, you will find a blue button that says “Apply for this job” next to the job description. Click it, and follow the instructions from there.

I am interested in working for 5CA but I don't see a suitable vacancy. Can I still apply?

Yes, absolutely! If you can’t find a job that you feel suited for right now, then please feel free to send us an open application instead by going here. We’ll get you as far into the recruitment process as we can, and as soon as you’re a fit with a position, we’ll reach out to you.

What skills do I need to work with 5CA?

We are constantly looking for people with different skills. In order to find out whether there’s a place for you, be sure to check out the Job Descriptions of the position(s) you are interested in by clicking here.

Working At 5CA

Can I work with 5CA while forming my own company as a freelancer/business owner?

Your entrepreneurial spirit should be commended! But unfortunately we are presently not able to support this particular construction when hiring for freelance/contractor positions, and instead we usually work with a platform called GoLance. You can find more information about how that works here.

How will I be paid?

The way in which you will be paid is dependent on where you live. Due to this variability, and the fact that we hire in many different locations at the same time, we’d like to invite you to apply and discuss the exact method of payment available with your recruiter.

How much can I expect to be paid?

Your rates depend will depend on your background and experience. Our recruiter will be able to specify the salary during or shortly after an initial interview, should you choose to apply with us. It is our goal however, to offer a competitive market salary in any location that we hire, so please don’t hesitate to share your salary expectations on the application form if possible.

Which clients will I work with?

As a support agent, you will usually support one particular client, although it is possible to provide support for multiple clients in some support agent positions. Your recruiter will tell you more about this, once you pass the initial assessment after your application. Check out our clients here.

The situation is more complex for our staff level positions, and in those cases it would be best to reach out to a recruiter for more details once you’ve applied.

What kind of work would I do as a Support Agent?

As a Support Agent, you will provide customer service and/ or technical support via e-mail, chat, and in some projects via telephone, generally in multiple languages.

Can I choose my own hours and days off?

For Support Agents: while we cannot change an existing shift to fit your needs, we usually have more than one shift available per job. This means that we can usually at least take your preference into consideration, although we can’t make any promises that you’ll have the days off that you want.

For Staff: Generally staff positions have schedules that run from Monday to Friday, although this can be different depending on if a position in a certain team (for example, our Data team) needs to have guaranteed availability to, for example, keep reports updated or make sure that technology runs smoothly over the weekend as well. These shifts are typically communicated in the job description, or early on by your recruiter. If you’re in doubt, please don’t hesitate to apply and ask the recruiter directly.

As a Support Agent, what are some of the specific products I will support?

We have a mix of projects in 5CA in the areas of video games, consumer electronics, and digital services. If you’re interested in supporting a video game, make sure to apply to a “Gaming Support Agent” position (it’s in the job title). If you’re more interested in technology, or actively have no interest in video games, then you should apply for a “Customer Support Agent” position (also in the title).

Will I receive training for the position?

Yes. Support Agents will always start with an introduction day to the company and a training for the project(s) you will be working on before you start.

Training for Support Agents will be a combination of face to face video call sessions and self-study / e-learning. The necessary training material will of course be provided by 5CA. The duration of your initial training depends on your project(s) but will be between 3 to 10 working days.

For staff positions, you will usually get a more personal introduction into your team and relevant training on topics related to your new job will be provided on an as-needed basis.

Training for Staff is generally dependent on the complexity of the tools you’ll be required to work with, and your own familiarity with those tools in advance.

Will I be paid for the days spent in training as a Support Agent?

Yes. The initial training will be paid after your first month as a work from home Support Agent.

I've been told that I'm being placed in the Talent Pool. On average, how long do I have to wait until a new position becomes available?

We really appreciate that you’re so enthusiastic about working with us. Unfortunately it’s very difficult to put a timeframe on a talent pool, because we can never predict exactly how quickly a similar position will open up. We will keep your information available for a maximum of one (1) year, within which we are hopeful that we can find a position for you. Of course, keep in mind that we are looking for a position for you much sooner than 1 year from the time of your application, that is simply the maximum amount of time that we will keep you active in our Talent Pool.

Do you have a training budget for individuals?

A training budget is, unfortunately, not yet a part of our regular offering. However, we have an innovative Learning & Development department who are constantly providing new content and courses to keep our people up to speed. Furthermore, if there is crucial training that you feel you need once you’ve started on the job, you can always discuss this with your manager.

Work From Home

What are the benefits of working from home?

Working from home has many benefits, here are just a few:

  • Greater Job Satisfaction, less stressful working environment
  • More free time to spend on your hobbies, family, and yourself
  • Personalize your home office the way you like it

Read more in-depth about the advantages of working from home by clicking here.

Can I work from home from any country in the world?

In principle we are open to applications from almost anywhere in the world, provided that you can meet the requirements of whichever position you’re applying for. In practice, we have many things to consider when reviewing your application. An important consideration is the shift (work hours) that is required for any given position: it is our goal, not only to pay a fair wage, but also to ensure that our people avoid working in night shifts wherever possible.

If there is a particular location from which we cannot receive applications, then you will usually see a notice in the application form for that position, which will let you know if we will be able to process your application further. If you see no notice, please feel free to apply.

In the end, our recruiters know best which locations they can consider for the positions that they are filling – And don’t be discouraged! Even if the position that you applied for is not available, provided that you performed well on our initial assessments, our recruiters will do their best to find another way to get you on board.

What are the home office requirements?

You can read more about the technical requirements for working from home here.

My computer runs on a version of Linux, would I be able to work for 5CA?

Unfortunately, a lot of the software that is required to be able to do the job at 5CA, requires Windows or MacOS, so at this time we are not able to recruit candidates who exclusively have Linux available.

I ran into a problem

While trying to apply for a position, I can't seem to upload my CV / photo / dxdiag document. What should I do?

If you are having any trouble with our application form, please try the following steps:

  • (If you were using a mobile device) Please try submitting the application form on a PC or laptop
  • Try submitting the application form in an incognito window to avoid issues with your cache or browser extensions
  • Try submitting the application form in a new browser (preferably also in an incognito window)
  • Try submitting the application form from a different PC or laptop
  • Try submitting the application form through a different internet connection (a tethered hotspot from your phone, for example)

If none of these steps resolve your problem and the site continues to malfunction, please feel free to contact us via Direct Message via social media on Facebook, Twitter, or Instagram.

I submitted an application for a position at 5CA. Since then, I saw another position that I would like to apply for as well. What should I do?

In general it would be better to not submit a second application, and instead inform the recruiter on your case about the other position that you would also like to be considered for. If you have not yet had direct contact with your recruiter, you can reply to the automatic email that you received to confirm your first application, also with the information that you would like to be considered for this other position as well.

The exception to this rule is if you are interested in both a customer support agent position and a staff position (which is pretty much any position that isn’t a support agent job). In that case, you can apply to one (1) customer support agent position and to one (1) staff position.

I haven't gotten a reply in a while and I don't know what's going on with my application. What can I do?

It can be difficult to judge whether your application has gone unanswered for too long. Our rule of thumb is that you should receive a reply within 7 work days (excluding weekends) of your initial application.

After that, the speed of the recruitment process is typically in your own hands, and depends on how quickly you are able to follow through with the assignments that are a part of our recruitment process.

However, if at any stage you feel that it has taken too long to get a reply, then please don’t hesitate to reach out to us via social media (Facebook, Twitter, or Instagram.)

If you would like to deliver a serious complaint, comment, or otherwise feel that you cannot talk with your recruiter about an issue with your recruitment process, then please feel free to reach out to recruitment[at]5ca.com and you will be put in touch with someone who will be able to help you.

I failed the Talent Pitch, will I be able to take it again?

If you scored insufficiently on the Talent Pitch and were rejected, then you can reapply after a period of six (6) months have passed. The results of the Talent Pitch are valid for those six (6) months.

5CA

Global Customer Support provider since 1998. With our headquarters in the Netherlands and remote jobs in more than 25 countries, we are a proud pioneer in the field of remote work.

The Netherlands office: Stationsstraat 154, Radboudhof, 3511 EK Utrecht

© 2020 5CA