Walk-in | Technical Customer Support

Sutherland; Chennai District; On-site; INR 350,000 - 500,000; Full time

Job summary

Sutherland is hiring a Customer Service Associate to deliver high-quality written support for account management and transactional queries. You will respond within SLAs, apply critical thinking, and guide customers with basic cloud knowledge, ensuring accuracy and professionalism at scale.

Ideal candidates have a degree, 3 years of relevant experience in customer service, and strong English communication skills. Join a results-driven team focused on customer satisfaction and process improvements.

Qualifications

• Graduate in any discipline.
• 3 years of relevant experience in customer service or customer-facing roles.
• Excellent written and spoken English communication skills.
• Demonstrated critical thinking and analytical ability.
• Strong attention to detail and ability to manage tasks within timelines.

Responsibilities

• Deliver timely, accurate, high-quality responses to customer inquiries within SLAs.
• Apply critical thinking to analyze issues and determine resolutions.
• Communicate clearly through written channels with a customer-centric approach.
• Take ownership of customer issues end-to-end and ensure satisfaction.
• Leverage basic cloud knowledge to provide guidance on queries.
• Maintain quality and accuracy while meeting productivity targets.
• Adhere to processes, policies, and compliance requirements.
• Identify recurring issues and suggest process improvements.
• Escalate complex cases appropriately.

Skills

English communication skills

Critical thinking

Analytical ability

Attention to detail

Education

Graduate in any discipline

Tools

CRM tools

Ticketing systems

Job description

Job Description

Customer Service Associate (CSA)

About the Role:

The Customer Service Associate (CSA) is responsible for delivering high-quality, consistent, and customer-obsessed support experience through written communication channels. This role focuses on resolving customer inquiries related to account management and transactional support while maintaining accuracy, efficiency, and professionalism at scale.

The CSA demonstrates strong critical thinking, sound judgment, and a foundational understanding of cloud concepts, enabling effective interpretation of customer needs and delivery of relevant guidance.

Key Responsibilities:

• Deliver timely, accurate, and high-quality responses to customer inquiries within defined service level agreements (SLAs).
• Apply critical thinking and problem-solving skills to analyze customer issues and determine appropriate resolutions.
• Communicate clearly and professionally through written channels, ensuring a customer-centric approach.
• Take ownership of customer issues end-to-end, ensuring resolution and customer satisfaction.
• Leverage basic cloud knowledge to provide relevant guidance on customer queries.
• Maintain high standards of quality and accuracy while meeting productivity targets.
• Adhere to established processes, policies, and compliance requirements.
• Identify recurring issues and recommend process improvements
• Escalate complex or ambiguous cases appropriately

Qualifications

• Graduate in any discipline
• 03 years of relevant experience in customer service or customer-facing roles.
• Excellent written and spoken English communication skills
• Demonstrated critical thinking and analytical ability
• Strong attention to detail and ability to manage tasks within timelines

Preferred Qualifications (Prior Work Experience)

• Experience in email-based or written customer service environments, managing high-volume case queues
• Exposure to account-related queries, billing, payments, or transactional support processes
• Proven ability to analyze customer issues, identify root causes, and deliver structured, accurate resolutions
• Hands-on experience with ticketing systems or CRM tools (case management platforms)
• Track record of meeting or exceeding service metrics such as SLAs, productivity, quality scores, and CSAT
• Experience working in a metric-driven, process-oriented environment with defined performance goals
• Ability to handle ambiguous customer scenarios and make sound, customer-focused decisions