Associate- Customer Support

Sutherland•Louisville, KY

About The Position

Sutherland is seeking skilled Technical Support Specialists with a strong troubleshooting background to deliver exceptional customer experiences. This role requires technical knowledge, strong problem-solving skills, and the ability to support customers with a wide range of device, network, and service issues. We’re looking for a skilled Tier-1 Support Agent to join our team and deliver exceptional technical and student service support. In this role, you’ll serve as the first point of contact for users seeking assistance with hardware, software, basic troubleshooting, and academic service inquiries. You’ll use your problem-solving abilities, customer-first mindset, and knowledge of ticketing systems to resolve issues efficiently and professionally.

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

Responsibilities

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 them 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 across: Registrar: Registration, class adjustments, graduation, transcripts, transfer credits. Admissions: Applications, placement testing, withdrawals. Bursar/Student Accounts: Payments, payment plans, tuition/fees, billing inquiries. Financial Aid: FAFSA, eligibility, disbursements, refunds, loan/scholarship 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.