Technical Support Associate

Responsibilities

• ✓Handle inbound voice calls from customers needing help with device setup or connectivity problems
• ✓Diagnose technical issues by asking targeted questions and working through a logical troubleshooting sequence
• ✓Move between multiple internal systems to pull account history and device details during a live call
• ✓Build detailed product knowledge over time so you can handle advanced troubleshooting without escalating every case
• ✓Document each interaction clearly enough that a colleague could pick up the case without starting over
• ✓Flag recurring device issues to internal teams instead of treating each call as a one-off problem
• ✓Advocate for the customer by suggesting fixes or improvements when a known issue keeps resurfacing
• ✓Work assigned shifts, including weekends and evenings, to match when support demand is highest

Who You Are

• ✓Hold a high school diploma, or be currently enrolled in college while working this role
• ✓Have at least 1 year of prior customer service experience in any voice or chat-based role
• ✓Type at least 30 words per minute on voice calls and 32 words per minute in chat
• ✓Show strong communication skills paired with active listening, since accurate diagnosis depends on hearing the real issue
• ✓Have genuine interest in consumer technology, ideally with some hands-on device troubleshooting experience already
• ✓Understand basic networking and Wi-Fi concepts well enough to guide a customer through a connectivity fix
• ✓Be available to work flexible shifts, including regular weekend and evening coverage

Nice-To-Haves

• ✓Hands-on experience troubleshooting smart home or IoT devices specifically, beyond general tech support
• ✓Prior experience working a chat-based support queue alongside voice calls
• ✓Any basic networking certification or coursework covering home network setup and Wi-Fi troubleshooting
• ✓Previous experience in a similar contact-centre or BPO environment handling technical accounts

About Sutherland

Sutherland is a global provider of business process and technology management services, founded in 1986. It offers an integrated portfolio of analytics-driven back-office and customer-facing solutions covering the full customer lifecycle. The company operates across North America, Latin America, APAC, Europe and MENA, including a large delivery presence in India.