Technical Support Specialist: AI Tools & Connectivity

Sutherland; Philippines; On-site; PHP 279,000 - 469,000; Full time

Job summary

Sutherland is seeking a Technical Support professional to assist customers with billing questions, general account concerns, and connectivity issues. You will combine customer service skills with technical troubleshooting to help customers regain a smooth and reliable service experience.

You’ll handle queries by phone, chat, and email, diagnose common connectivity problems, and document interactions accurately.

Qualifications

• High School diploma or equivalent; a two-year college degree is preferred.
• Comfortable navigating computers, basic PC functions, and the internet.
• Understanding of fundamental customer service practices and principles.
• Familiarity with internet connectivity and basic troubleshooting, including device/router power cycling and network diagnostics.
• Basic knowledge of networking concepts, web browsers, computer hardware, and email applications.
• Proficiency in Microsoft Office applications, particularly Word, Excel, and Outlook.
• Strong probing and instructional abilities, particularly when guiding customers through scenario-based troubleshooting.
• Able to manage multiple tasks effectively while working in a computer-based environment.
• Hands-on experience using AI tools.

Responsibilities

• Handle customer concerns through phone, chat, and email, covering billing, service, and general inquiries.
• Ask the right questions to understand customer needs and provide accurate and timely solutions.
• Diagnose common technical and connectivity concerns and walk customers through the appropriate troubleshooting steps.
• Keep customer profiles, interaction details, and transaction records accurate and up to date in the system.
• Identify opportunities to recommend relevant products or value-added services based on customer needs.
• Explain applicable policies, procedures, and service information clearly to help customers make informed decisions.

Skills

Customer service

Troubleshooting

AI tools

Phone chat email handling

Microsoft Office

Network basics

Education

High School diploma or equivalent; a two-year college degree is preferred.

Job description

Sutherland is seeking a Technical Support professional to assist customers with billing questions, general account concerns, and connectivity issues. You will combine customer service skills with technical troubleshooting to help customers regain a smooth and reliable service experience.

You’ll handle queries by phone, chat, and email, diagnose common connectivity problems, and document interactions accurately.