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General 
Questions

Who is 5CA?

5CA is a customer experience partner with a global talent network spread across five continents and a home office in Utrecht, The Netherlands.

We believe all customers can be ambassadors.

Through our unique talent, data-driven insights, and cutting-edge tech solutions, we reimagine customer support services and transform them into global brand experiences.

What does 5CA do?

5CA provides flexible, data-driven outsourced customer support solutions in any language, any skill, anywhere. We have 15+ years of experience working from home and combining human talent with cloud-based technology.

Curious? Learn more on our main site.

Where are your offices located?

Our offices are in the homes of all of our work-from-home agents.

You can find our HQ at:
Stationsstraat 154, 3511 EK
Utrecht, the Netherlands.

Find out how to reach the office here.

 

Job Openings

 

What job openings are available at the moment?

You can find all available job openings on our jobs page.

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

The bulk of our open positions is for Support Agents. Support Agents are on the frontline, spending every day helping our clients’ customers.

All other positions are Staff Positions. From being a Team Lead in our Ops Department to a Data Engineer or an HR Administrator.

Do you have any part time jobs?

Most Support Agent positions are full-time positions, but we do open part-time jobs occasionally.

On the Support Agent application form, you’ll find a field where you can enter your available hours.

Please note: it may take longer to find a part-time position than a full-time one.

For Staff Positions, you should assume the position is full-time unless the job description specifically states 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, the recruitment process should take between 2-4 weeks. The length of time depends on how many applications we receive and how quickly candidates respond to our recruitment emails.

For inactive job postings (i.e. those without current vacancies), the recruitment process will take longer. In these instances, we’ll place you into our Talent Pool 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’d like to work with us, check out our open jobs on our jobs page.

Once you’ve found a job you’re interested in, open the job, click “Apply for this job”, and follow the instructions.

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

Yes, absolutely! If you don’t see a job suitable for your skills, send us an open application here.

We’ll take you as far into the recruitment process as we can, then reach out to you once a suitable position opens up.

What skills do I need to work with 5CA?

We’re always looking for people with new and unique skills.

To find out whether there’s a place for you, check the description for the job you’re interested in on our jobs page.

Working At 5CA

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

We commend entrepreneurial spirit. Unfortunately, we aren’t able to support this construction when hiring for contractor positions.

For freelancers, we work with a platform called GoLance. You can find out more about the platform and how it works on their website.

How will I be paid?

Due to us hiring in many locations, pay is dependent on where you live.

We invite you to apply to discuss available methods of payment with your recruiter.

How much can I expect to be paid?

Your rates depend on your background and experience. Our recruiters will specify salaries during or shortly after an initial interview.

Our goal is to offer competitive market salaries in all locations. Please feel free to share your salary expectations on the application form.

Which clients will I work with?

As a Support Agent, you’ll usually support a single client. You can check out our current clients here.

In some Support Agent positions, it is possible to provide support for multiple clients at once. Your recruiter will tell you more about this once you’ve passed your initial assessments.

For Staff Positions, it’s more complex. Reach out to a recruiter for more details on this once you’ve applied.

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

As a Support Agent, you’ll provide customer service and/or technical support via email, chat, and sometimes, by telephone in multiple languages.

Can I choose my own hours and days off?

While we can’t change existing shifts to fit Support Agents’ needs, there’s usually more than one available shift per job. We’ll take your preferences into consideration, but please note, we can’t make any promises you’ll get your requested days off.

Staff Positions generally have schedules that run from Monday to Friday. These schedules can differ depending on if a position in a certain team needs guaranteed availability. e.g., if our Data Team needs to keep reports updated or ensure tech will keep running smoothly.

We’ll inform you of this in the job description or early in the process by your recruiter. If you’re in doubt, feel free to apply and ask the recruiter directly.

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

5CA covers a variety of projects in video games, consumer electronics, and digital services. We list areas of support in the job description.

If you’re interested in video game support, apply to a Gaming Support Agent position.

If you’re more interested in technology or have no interest in video games, we suggest applying for a Customer Support Agent position.

Will I receive training for the position?

Yes. All Support Agents will have an introduction day and training for projects before they start.

Training for Support Agents consists of face-to-face video calls and self-study/elearning. 5CA will provide all necessary training material. Initial training duration depends on the project but is usually between 3-10 working days.

Applicants for Staff Positions get more personal introductions to the team and relevant training on topics relating to your new job provided on an as-needed basis.

Staff training is dependent on the complexity and familiarity with the required tools.

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 appreciate your enthusiasm for working with us. Unfortunately, it’s difficult to put a timeline on talent-pool-to-work as we can never predict how quickly positions will open up.

We’ll secure and keep your information available for a maximum of one (1) year. This should provide enough time to find a position for you. Please keep in mind that we’ll usually find you a position far sooner than a year. 12 months is simply the maximum amount of time you’ll remain an active member of our Talent Pool.

Do you have a training budget for individuals?

Unfortunately, we don’t yet offer a training budget.
However, our innovative Learning & Development department regularly provides new content to keep you up to speed.

If you feel a specific training is crucial to your job, feel free to discuss it with your manager.

Work From Home

What are the benefits of working from home?

Working from home has many benefits, including:

  • Better job satisfaction
  • Less-stress work environment
  • Free time for your hobbies, family, and yourself
  • Personalizing your home office the way you like it

You can read more about the advantages of working from home 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 you meet a job’s requirements. In practice, we consider plenty of things when reviewing your application.

We take into account shifts and working hours for all positions. As a company, our goal is to pay a fair wage while ensuring our people avoid working night shifts wherever possible.

If you’re based in a location we can’t receive applications from, you’ll see a notice in the application form letting you know if we’ll be able to process your application further. If no such message is present, feel free to apply.

Either way, don’t be discouraged.

Our recruiters know which locations they can consider for open positions. If you performed well on your initial assessments, our recruiters will do their best to find a 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, we are not yet able to recruit candidates who use Linux.

Much of the software required to work at 5CA requires Windows or macOS.

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’re having trouble with our application form, try to:

  • If you were trying to apply on a mobile device, please try again on a PC or laptop
  • Submit the application form in an incognito window to avoid issues with your cache or browser extensions
  • Submit your application form using a different browser (preferably also in an incognito window)
  • Submit your application form using another PC or laptop
  • Submit your application form through another internet connection (e.g., a tethered hotspot from your phone)

If none of these steps resolves your problem and the site continues to malfunction, reach out to us using our contact form.

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?

Generally, it is better not to submit a second application.

If you’ve seen another position you’re interested in, inform your recruiter about the other role you’d like to be considered for.

If you’ve yet to contact your recruiter, you can reply to the confirmation email you received after your initial application. Please include if you would like to also be considered for the second position.

The exception to this rule is your interest in an agent position and staff position. In this case, you can apply to one customer support agent position and one 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 an application has gone unanswered for too long.

Our rule of thumb is for all prospective agents to receive word within seven working days, whether their applications have been accepted or rejected.

After that, the process depends on how quickly you can follow through on assessments and requirements.

If, at any stage, you feel the process has taken too long, reach out to us via our contact form.

If you have a serious complaint or feel you can’t approach your recruiter about an issue with your recruitment process, please fill out the contact form. We’ll put you in contact with someone who can help.

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.

If you didn’t find an answer to your question, contact us!

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    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

    © 2021 5CA