Tier-1 Tech Support & Student Services Associate

Sutherland; Kentucky; On-site; USD 36,000 - 52,000; Full time

Job summary

Sutherland is seeking a skilled Tier-1 Support Agent to join our team and deliver technical and student service support. You will be the first point of contact for users needing help with hardware, software, passwords, LMS access, and basic troubleshooting.

Responsibilities include handling inquiries via phone, email, and chat, following established call flows, logging interactions in the ticketing system, and escalating complex issues to Tier 2/3 as needed. A high school diploma is required.

Qualifications

• High school diploma or equivalent required.
• Experience in customer support or helpdesk preferred.
• Familiarity with ticketing systems and problem management.

Responsibilities

• Answer inquiries via phone, email, and chat.
• Provide Tier-1 troubleshooting for password resets and basic issues.
• Log interactions and maintain documentation.
• Escalate complex cases to Tier 2/3.

Skills

Customer service

Technical troubleshooting

Communication skills

Ticketing systems

Prioritization

Education

High School Diploma or Equivalent

Tools

Ticketing software

Helpdesk tools

LMS platforms

Job description

Sutherland is seeking a skilled Tier-1 Support Agent to join our team and deliver technical and student service support. You will be the first point of contact for users needing help with hardware, software, passwords, LMS access, and basic troubleshooting.

Responsibilities include handling inquiries via phone, email, and chat, following established call flows, logging interactions in the ticketing system, and escalating complex issues to Tier 2/3 as needed. A high school diploma is required.