Associate- Customer Support

Sutherland
Louisville
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Communication","Problem-solving","Documentation","Prioritization","Schedule adherence"]

Serve as Tier-1 first point of contact for phone, email, and chat support, handling hardware, software, and basic troubleshooting while providing student services. Triage, troubleshoot password resets, LMS access, and printer/setup issues, log interactions in a ticketing system, and follow structured call flows. Support registrar, admissions, bursar/student accounts, and financial aid inquiries, escalating complex cases to Tier 2/3 and maintaining accurate documentation and reports.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Sutherland
Sutherland
1 day ago

Associate- Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Serve as Tier-1 first point of contact for phone, email, and chat support, handling hardware, software, and basic troubleshooting while providing student services. Triage, troubleshoot password resets, LMS access, and printer/setup issues, log interactions in a ticketing system, and follow structured call flows. Support registrar, admissions, bursar/student accounts, and financial aid inquiries, escalating complex cases to Tier 2/3 and maintaining accurate documentation and reports.
Location: Louisville
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Answer, evaluate, and prioritize incoming support requests across phone, email, and chat.
  • •Perform Tier-1 troubleshooting for password resets, printer setup, break/fix instructions, LMS access, and basic technical issues.
  • •Use knowledge bases and trained resources to resolve issues, including conducting user interviews to gather problem details.
  • •Support student services for Registrar, Admissions, Bursar/Student Accounts, and Financial Aid inquiries, following established call flows.
  • •Log all interactions in the ticketing system, maintain detailed documentation, generate standard incident summaries, and escalate complex cases to Tier 2/3.

Key Requirements

  • •Experience in customer support, service desk, call center, or technical support roles.
  • •Familiarity with ticketing systems and problem management tools.
  • •Basic understanding of hardware, software, networking, and LMS platforms.
  • •Ability to guide users through troubleshooting steps with strong communication and attention to detail.
  • •High School Diploma or Equivalent.
Education:High School
Skills:CommunicationProblem-solvingDocumentationPrioritizationSchedule adherence
Languages:English
Tech Stack:Ticketing systemsLMS

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
WebsiteLinkedInGlassdoor