Sutherland

Associate – Customer Support

Sutherland

full-time

Posted on:

Location Type: Remote

Location: Remote • Kentucky • 🇺🇸 United States

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Job Level

JuniorMid-Level

About the role

  • Deliver exceptional technical and student service support as the first point of contact.
  • 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.
  • 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 various departments: Registrar, Admissions, Bursar/Student Accounts, Financial Aid.
  • Log all interactions in the ticketing system and maintain detailed documentation.

Requirements

  • Experience in customer support, service desk, call center, or technical support roles preferred.
  • 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.
Benefits
  • All your information will be kept confidential according to EEO guidelines.
  • EEOC and Veteran Documentation
  • During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
  • The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements.
  • Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional.
  • Your cooperation is voluntary. Inclusion or exclusion of any data will not affect any employment decision.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Tier-1 troubleshootingpassword resetsprinter setupLMS accesshardware understandingsoftware understandingnetworking understandingticketing systemsproblem management toolsdocumentation
Soft skills
communication skillstask prioritizationmulti-taskingattention to detailreliabilitycommitment to schedule adherencecustomer supportservice orientationproblem-solvingguiding users
Certifications
High School DiplomaEquivalent