Hiring For L1- Technical Voice Support

Sutherland; Chennai; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Two-way cab facility

Night shifts

5-day work week

Job summary

Sutherland in Chennai is hiring a Technical Customer Service Associate for a full-time role (40 hours/week) with night shifts. You will resolve technical customer issues, ensure account security, and deliver a positive customer experience.

The role requires strong listening, quick learning, and comfort with ambiguity. A high school diploma or equivalent and 6+ months of customer-facing experience are expected.

Qualifications

• This role requires a high school diploma or equivalent and 6+ months of customer-facing experience.
• Typing speed targets: 30+ wpm voice or 32+ wpm chat, plus strong grammar and listening skills.
• Ability to troubleshoot basic technical device/network issues and communicate clearly.

Responsibilities

• Provide prompt, detailed service by engaging directly with customers
• Investigate, document, and resolve technical issues
• Deliver world-class support and maintain customer trust
• Navigate multiple system applications to research solutions
• Develop knowledge about products and services
• Provide advanced device troubleshooting
• Act as advocate for customers and report improvement areas
• Handle various contact types (Chat, Email, Voice) as needed

Skills

Active listening

Problem solving

Communication

Typing speed

Attention to detail

Critical thinking

Conflict resolution

Learning ability

Customer experience

Education

High School Diploma or equivalent

Tools

Wi-Fi troubleshooting

Job description

Greetings from Sutherland!

We are looking for driven individuals who are up to the challenge of solving customer issues and providing a positive customer experience. Technical Customer Service (CS) Associates are technically savvy problem solvers with a focus on customer account security and issue resolution. An ideal candidate would need to be an excellent listener, quick learner, and able to handle ambiguity. You would need the ability to communicate professionally, with maturity and self-confidence.

This is a Full-Time (40 hours per week) position. The average amount of scheduled hours generally consists of 40 hours per week, with the expectation to work additional hours in a week if there is a customer need.

Key job responsibilities:

• Providing prompt, efficient, detailed service by engaging directly with customers
• Patiently listen to, understand, and solve complex technical customer issues
• Investigating, documenting, and resolving issues
• Providing world class support to customers
• Navigating multiple system applications and researching applicable solutions with ease
• Developing detailed knowledge about products, services and features
• Providing advanced device troubleshooting solutions
• Being a voice and advocate for our customers when something doesnt feel right
• Working with cross-functional support teams to ensure a consistent and high-quality level of support
• Acting as an advocate for our customers by reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• This position may require you handle various contacts types including; Chat, Email, Inbound and Outbound voice calls with our customers.

Basic qualifications:

• High School Graduate/ Diploma, one-year-plus of customer experience, or one-year-plus working directly with customers, or enrolled in college/university
• Standard qualifications include: (a) Typing Speed (minimum of 30 AWPM for voice and 32 AWPM for chat), (b) Grammar, (c) Active Listening, (d) Attention to Detail, (e) Critical Thinking, (f) Problem Solving, (g) Conflict Resolution/ Resilience, and Engagement.
• Strong interest in consumer technology
• Experience troubleshooting technical devices
• Basic understanding of networks / Wi-Fi connectivity
• Patience working with customers that are slower to learn new technologies
• Ability to communicate and present a professional, courteous, and patient demeanor over the phone
• Ability to foster positive relationships
• Flexibility with full-time schedule, including shift assignments on weekends/evenings
• Problem-solving skills, thinking outside of the box
• Proficiency with learning new technology
• Minimum 6 months of Work experience in proven international customer service field in voice channel.

Shift & Work Details:

• 5-day work week with rotational shifts
• Predominantly night shifts
• Two-way cab facility provided (up to 25 km radius based on shift timing)

Work Location

Sutherland-

A1 Block, Ground Floor, Gateway Office Parks Perungalathur, Chennai

Landmark: Opposite Perungalathur Railway Station

Selection Process

1. HR Interview (Walk-In)

2. SD Panel Interview

3. Voice Assessment

Disclaimer

Sutherland never asks for payment or favors in exchange for job opportunities. Report suspicious activity to [e-mail].