About the Job
Sutherland is hiring Technical Support Associates to join its Neighbour Solutions team. In this customer-facing technical support role, you'll assist customers with device setup, troubleshooting, and resolving technical issues through voice interactions. The position offers an opportunity to build expertise in customer support, consumer technology, networking fundamentals, and technical problem-solving while delivering an exceptional customer experience.
As a Technical Support Associate, you'll troubleshoot device-related issues, navigate multiple support systems, collaborate with internal teams, document customer interactions, and provide advanced technical assistance. Sutherland also offers comprehensive training, career development opportunities, performance-based incentives, health insurance, and employee recognition programs to help you grow professionally.
Job Overview
Eligibility Criteria
- Candidates must have a High School Diploma or be currently enrolled in college.
- Minimum 1 year of customer service experience is required.
- Typing speed of at least 30 WPM for voice support and 32 WPM for chat support.
- Excellent verbal communication, active listening, customer service, and problem-solving skills.
- Interest in consumer technology with hands-on experience in device troubleshooting and technical support.
- Basic understanding of computer networks, Wi-Fi connectivity, and related troubleshooting concepts.
- Ability to multitask by navigating multiple applications while assisting customers.
- Candidates should be flexible to work in rotational shifts, including weekends, evenings, and holidays, based on business requirements.
Key Responsibilities
- Provide prompt, professional, and detailed technical support to customers through voice calls while ensuring a high level of customer satisfaction.
- Assist customers with device setup, configuration, troubleshooting, and technical issue resolution by identifying root causes and providing effective solutions.
- Handle complex technical issues by researching, diagnosing, and resolving problems using multiple internal systems and knowledge resources.
- Develop strong product knowledge to deliver accurate guidance and advanced troubleshooting for supported consumer technology devices.
- Document customer interactions, troubleshooting steps, resolutions, and case details accurately within internal support systems.
- Act as the customer's advocate by identifying recurring issues, providing valuable feedback, and suggesting process or product improvements.
- Collaborate with internal support teams and technical specialists to escalate unresolved issues and ensure timely, high-quality resolutions.
- Maintain excellent communication, professionalism, productivity, and service quality while meeting company performance standards and delivering an exceptional customer experience.
Skills Required
- Technical Support – Ability to troubleshoot consumer devices, resolve technical issues, perform device setup, configuration, and provide advanced technical assistance.
- Customer Service – Strong customer service orientation with excellent communication, active listening, empathy, and the ability to deliver a positive customer experience.
- Problem Solving – Strong analytical thinking, logical reasoning, troubleshooting skills, and the ability to identify root causes and provide effective solutions.
- Computer & Networking – Basic understanding of computer systems, Wi-Fi connectivity, networking concepts, operating systems, and device troubleshooting.
- Typing & Multitasking – Typing speed of at least 30 WPM (Voice) and 32 WPM (Chat) with the ability to efficiently navigate multiple applications simultaneously.
- Documentation – Ability to accurately document customer interactions, technical issues, troubleshooting steps, and case resolutions.
- Team Collaboration – Ability to work effectively with cross-functional teams, escalate complex issues appropriately, and contribute to continuous process improvements.
- Professional Skills – Excellent communication, adaptability, time management, attention to detail, professionalism, flexibility for rotational shifts, and willingness to continuously learn new technologies.
Skills to Add in Your Resume
TECHNICAL SKILLS
| Technical Support | Device Troubleshooting, Device Setup, Technical Issue Resolution, Consumer Electronics Support |
| Customer Support | Voice Support, Chat Support, Customer Service, Active Listening, Call Handling |
| Computer Skills | Windows, Microsoft Office, Basic Networking, Wi-Fi Troubleshooting, Operating Systems |
| Networking | TCP/IP Basics, Wi-Fi Configuration, Network Troubleshooting, Internet Connectivity |
| Support Tools | CRM Software, Ticketing Systems, Case Management, Documentation |
| Typing & Productivity | 30+ WPM Typing, Multitasking, Data Entry, Documentation Accuracy |
| Problem Solving | Root Cause Analysis, Troubleshooting, Critical Thinking, Technical Diagnosis |
| Professional Skills | Communication, Teamwork, Adaptability, Time Management, Customer Focus, Attention to Detail |
ATS Resume Tip: Include keywords such as Technical Support, Customer Service, Voice Support, Device Troubleshooting, Wi-Fi Troubleshooting, Networking Basics, Windows, Microsoft Office, CRM, Ticketing Systems, Active Listening, Problem Solving, Technical Documentation, Case Management, Multitasking, and Communication Skills. Highlight customer support experience, technical troubleshooting achievements, certifications, projects, internships, and measurable performance metrics such as CSAT scores or ticket resolution rates to maximize your ATS score.
Who Can Apply?
- Candidates with a High School Diploma or those currently enrolled in college.
- Applicants with at least 1 year of customer service or technical support experience.
- Candidates interested in building a career in Technical Support, IT Helpdesk, Customer Support, or Service Desk operations.
- Individuals with hands-on experience or interest in consumer electronics, device troubleshooting, networking, and Wi-Fi support.
- Candidates who possess strong communication, active listening, customer handling, and problem-solving skills.
- Applicants who can type at least 30 WPM (Voice) and 32 WPM (Chat) while efficiently handling multiple applications.
- Individuals who are comfortable working in rotational shifts, including weekends and evening shifts, based on business requirements.
- Candidates who are customer-focused, adaptable, eager to learn new technologies, and capable of working collaboratively in a fast-paced support environment.
Benefits
- Receive a competitive compensation package including base salary, performance incentives, overtime pay, and shift differential (where applicable).
- Become eligible for an annual merit-based salary increase based on individual performance and business contribution.
- Gain access to comprehensive training programs, continuous learning resources, and dedicated supervisory support to help you succeed in your role.
- Earn additional incentives through an attractive Performance-Based Incentive (PBI) structure.
- Enjoy comprehensive Health Insurance and Life Insurance coverage for added financial security.
- Participate in Sutherland's employee referral program and earn referral rewards for successful hires.
- Benefit from structured career development programs, internal job opportunities, promotions, and long-term growth within the organization.
- Receive recognition through employee appreciation, reward programs, and performance recognition initiatives while working in a collaborative and inclusive workplace.
Estimated Salary
How to Apply
01
Visit the Official Sutherland Careers Page
Click the Apply Now button below to open the official Sutherland Careers page and carefully review the complete job description, eligibility criteria, and role requirements.
02
Complete the Online Application
Fill in your personal, educational, and employment details accurately. Verify all information before submitting your application.
03
Upload Your ATS-Friendly Resume
Upload your latest resume highlighting customer service experience, technical support skills, device troubleshooting, networking knowledge, communication skills, certifications, and measurable achievements.
04
Attend the Selection Process
Shortlisted candidates may be invited for communication assessments, technical support evaluations, customer service interviews, and HR discussions before the final selection.
05
Submit and Track Your Application
Review your application before submission and regularly monitor your registered email and the Sutherland Careers portal for interview invitations and recruitment updates.
Resume Tip
Tailor your resume by highlighting Technical Support, Customer Service, Device Troubleshooting, Networking Basics, Wi-Fi Troubleshooting, Voice Support, Chat Support, CRM Tools, Microsoft Office, Problem Solving, Communication Skills, Active Listening, Technical Documentation, and Customer Satisfaction. Include certifications, customer support achievements, internships, technical projects, and measurable performance metrics such as CSAT scores or ticket resolution rates to improve your chances of getting shortlisted.
Before You Apply
Important Information
- Carefully review the eligibility criteria and ensure you meet the customer service experience, typing speed, and technical support requirements before applying.
- Update your resume with your latest customer support experience, technical troubleshooting skills, networking knowledge, certifications, and measurable achievements.
- Practice communication, active listening, technical troubleshooting, customer handling, and problem-solving skills to prepare for the interview process.
- Be prepared to work in rotational shifts, including weekends and evenings, as required for this role.
- Keep your email address and contact details updated, as interview invitations and hiring updates will be shared through your registered contact information.
- Sutherland never asks candidates for any payment, fee, or favor during the recruitment process. If you receive any suspicious request, report it to TAHelpdesk@Sutherlandglobal.com.
- TechJobsAlert does not charge any fee for job updates or applications and is not involved in Sutherland's recruitment or selection process.
- Job responsibilities, eligibility criteria, compensation, benefits, and hiring timelines may change without prior notice. Always verify the latest information on the official Sutherland Careers website before applying.