Technical Support Associate - Customer & Student Services

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

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.