Associate- Customer Support
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Job Location:
Louisville, KY - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Were looking for a skilled Tier-1 Support Agent to join our team and deliver exceptional technical and student service this role youll serve as the first point of contact for users seeking assistance with hardware software basic troubleshooting and academic service inquiries. Youll use your problem-solving abilities customer-first mindset and knowledge of ticketing systems to resolve issues efficiently and professionally.
- 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.
- Use knowledge bases support channels and trained resources to resolve user concerns.
- Conduct user interviews to gather problem details and guide them through diagnostic steps.
- 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:
- Registrar: Registration class adjustments graduation transcripts transfer credits.
- Admissions: Applications placement testing withdrawals.
- Bursar/Student Accounts: Payments payment plans tuition/fees billing inquiries.
- Financial Aid: FAFSA eligibility disbursements refunds loan/scholarship inquiries.
- Follow established call flows to ensure complete and accurate information gathering.
- Log all interactions in the ticketing system and maintain detailed documentation.
- Generate standard reports such as Contact Center incident summaries.
- Adhere to published Workforce Management schedules and adjust as business needs evolve.
Qualifications :
- 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
Additional Information :
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.
At times government agencies require periodic reports from employers on the sex ethnicity handicap veteran and other protected status of employees. 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. If you choose to volunteer the requested information please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- Electrical Engineering
- SQL
- Active Directory
- VMware
- OS
- Windows
- Trouble Shooting
- Linux
- SAN
- Java
- Technical Assistance
- Setup
- hardware
- Technical Support
- Software support
About Company
Sutherland is seeking an organized and reliable person to join us as Admin Specialist. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you ... View more
