Floor Support Specialist - Technical Support Operations

Sutherland
Bogotá
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Communication","De-escalation","Compliance mindset","Continuous improvement","Structured problem-solving"]

Provide real-time support to frontline contact-center agents during customer interactions across multiple channels. Guide agents on process questions, system navigation, documentation, escalation procedures, and communication best practices, while helping de-escalate cases and fulfill supervisor requests. Reinforce compliance, privacy, and operating procedures, track recurring operational issues and training gaps, and collaborate with Operations, Quality, Training, and Workforce Management to improve workflows, knowledge, and customer experience.

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FursaFursa
Sutherland
Sutherland
2 days ago

Floor Support Specialist - Technical Support Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Provide real-time support to frontline contact-center agents during customer interactions across multiple channels. Guide agents on process questions, system navigation, documentation, escalation procedures, and communication best practices, while helping de-escalate cases and fulfill supervisor requests. Reinforce compliance, privacy, and operating procedures, track recurring operational issues and training gaps, and collaborate with Operations, Quality, Training, and Workforce Management to improve workflows, knowledge, and customer experience.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide real-time guidance and support to agents during customer interactions and case handling.
  • •Assist with process questions, system navigation, documentation requirements, escalation procedures, and customer communication best practices.
  • •Support de-escalation efforts and help agents with supervisor requests or complex customer situations.
  • •Identify cases requiring escalation to supervisors, technical support specialists, case management, quality, training, workforce management, or other functions.
  • •Track recurring operational issues and training opportunities, and collaborate with cross-functional teams to improve workflows and service consistency.

Key Requirements

  • •High School Diploma or equivalent required.
  • •Minimum 2 years of experience in contact center operations, customer support, technical support, back-office support, or related service environments.
  • •Strong understanding of contact center processes, customer service, escalation management, and case documentation.
  • •Experience supporting voice, chat, email, ticketing, social media, or back-office operations.
  • •Spanish native or near-native required; English basic (A2) or higher required.
Experience:2+ yearsContact centerCustomer supportTechnical support
Education:High School
Skills:CommunicationDe-escalationCompliance mindsetContinuous improvementStructured problem-solving
Languages:SpanishEnglish
Tech Stack:CRMTicketing systemsKnowledge basesOmnichannel support toolsAI-enabled support toolsAutomated case summaries

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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