Tier-1 Technical Support & Student Services Agent

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

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.