Associate- Customer Support at Sutherland

Sutherland; Louisville (KY); On-site; USD 42,000 - 52,000; Full time

Job summary

Sutherland in Louisville, KY seeks an Associate- Customer Support to provide first-line technical and student service support, handling hardware, software, LMS inquiries, and basic troubleshooting. You will log requests and follow workflows to resolve issues efficiently.

Responsibilities include prioritizing requests, guiding users through diagnostics, and escalating complex cases to Tier 2/3 while maintaining thorough documentation and a customer‑focused approach.

Qualifications

• Experience in customer support, service desk, call center, or technical support 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.

Responsibilities

• Answer, evaluate, and prioritize requests across phone, email, and chat.
• Provide Tier-1 troubleshooting for password resets, basic tech issues, LMS access.
• Log interactions in the ticketing system and maintain documentation.
• Elevate complex cases to Tier 2/3 and follow established workflows.

Skills

Tier-1 Support

Customer support

Troubleshooting

Strong communication

Multitasking

Problem solving

Education

High School Diploma or Equivalent

Tools

Ticketing systems

LMS platforms

Job description

Associate- Customer Support

This Full time on site position offers great opportunities for career growth. Contract Type: Permanent WAH Location: Louisville - KY Date Published: 10-01-2026 Job ID: REF38193J

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; elevate 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.