Associate- Customer Support

Sutherland Global; Louisville, Northern (KY, KY); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Sutherland Global in Louisville, KY seeks a skilled Tier-1 Support Agent to provide frontline technical and student service support. You will handle hardware, software, basic troubleshooting, and LMS access, serving as the first contact for users across phone, email, and chat.

Join a team that uses structured workflows and a knowledge base to resolve issues efficiently, document interactions, and escalate complex cases when needed.

Qualifications

• 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, Admissions, Bursar/Student Accounts, and Financial Aid.
• 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.

Skills

Customer Support

Strong Communication

Troubleshooting

Prioritization

Multi-tasking

Documentation

Schedule Adherence

Education

High School Diploma or Equivalent

Tools

Ticketing Systems

Knowledge Base

Diagnostics Tools

Job description

Company Description:

Delivering Digital Outcomes. Driving Real Impact.

Sutherland is the preferred digital transformation partner for iconic brands worldwide, unlocking new value for their business, people, and customers.
We are 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.

Job Description:

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.

• 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.

Qualifications:

• 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

Additional Information:

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.