Associate – Customer Support

🔥 0 minutes ago

🐎 Kentucky – Remote

🐎 Kentucky – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Sutherland

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1986

🏥 Healthcare

🛡️ Insurance

✈️ Travel

💰 $300M Secondary Market on 2014-10

Healthcare • Insurance • Travel

Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.

📋 Description

• Answer, evaluate, and prioritize incoming support requests across phone, email, and chat • Provide Tier-1 troubleshooting for password resets, printer setup, break/fix instructions, LMS access, and basic technical issues • Use knowledge bases, support channels, and trained resources to resolve user concerns • Conduct user interviews to gather problem details and guide users through diagnostic steps • Recognize, research, isolate, resolve, and follow up on routine issues • Escalate complex cases to Tier 2/3 or appropriate teams • Deliver student service support for registrar, admissions, bursar/student accounts, and financial aid inquiries • Follow established call flows to ensure complete and accurate information gathering • Log all interactions in the ticketing system and maintain detailed documentation • Generate standard reports such as Contact Center incident summaries • Adhere to published Workforce Management schedules and adjust as business needs evolve

🎯 Requirements

• Experience in customer support, service desk, call center, or technical support roles preferred • Familiarity with ticketing systems and problem management tools • Basic understanding of hardware, software, networking, and LMS platforms • Strong communication skills with the ability to guide users through troubleshooting steps • Ability to prioritize tasks and manage multiple inquiries simultaneously • Comfortable supporting both technical and student service-related inquiries • Strong attention to detail with accurate documentation habits • Ability to follow structured workflows, scripts, and diagnostic procedures • Reliability and commitment to schedule adherence • High School Diploma or Equivalent