Associate- Customer Support

Summary

Sutherland is a digital transformation partner that delivers technical support and customer service solutions for organizations and their customers. The Associate Customer Support role serves as a Tier-1 point of contact, providing technical troubleshooting and student service support through phone, email, and chat. The position documents interactions, resolves routine issues, escalates complex cases, and supports academic service inquiries.

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:** 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

Skills

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

Qualifications

Must Haves

• 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

Nice to Haves

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

Benefits

• Remote work arrangement