Technical Support Associates

Candidates typically face a three‑stage process: an online aptitude test, a technical interview that includes scenario‑based device troubleshooting, and an HR round focusing on cultural fit and shift flexibility. The difficulty is moderate; preparation should emphasize clear communication, basic networking concepts, and problem‑solving speed.

One Sutherland promotes an inclusive, collaborative environment where learning is continuous and employee well‑being is prioritized. The company offers clear growth pathways, regular upskilling sessions, and a balance between performance targets and personal time, fostering both professional and personal development.

High school diploma or currently enrolled in college; minimum 1 year of customer service experience; typing speed of at least 30 WPM (voice) and 32 WPM (chat); strong communication, problem‑solving and active listening skills; interest in consumer technology and basic networking/Wi‑Fi knowledge; flexible for shift work including weekends and evenings.

Round 1: Online aptitude and logical reasoning test → Round 2: Technical assessment focusing on device troubleshooting and communication skills → Round 3: HR interview assessing cultural fit, motivation and shift availability

One Sutherland is a global business process and technology management services firm that has grown from a modest startup in 1986 to a multinational presence across North America, APAC, Europe and MENA. The company prides itself on a culture of diversity, inclusion and continuous learning, encouraging employees to bring their authentic selves to work. With a workforce spanning more than 30 countries, Sutherland delivers analytics‑driven back‑office and customer‑facing solutions that span the entire customer lifecycle, from acquisition to retention. Its commitment to innovation and employee development has earned it a reputation as a forward‑thinking employer in the outsourcing industry. The Technical Support Associate role sits within the Neighbour Solutions team, where associates act as the first line of assistance for customers using a range of consumer electronics. The job revolves around handling inbound voice calls, troubleshooting device‑related issues, and ensuring a seamless experience for end‑users. Associates must navigate multiple internal tools, document interactions meticulously, and collaborate with escalation teams when required. The role offers exposure to real‑time problem solving, product knowledge building, and the chance to influence service improvements through customer advocacy. Key Responsibilities: 1. Respond to customer calls promptly and provide courteous, solution‑focused support. 2. Diagnose and resolve complex technical problems related to device setup, connectivity, and functionality. 3. Navigate and utilize multiple internal systems to research, track, and close tickets. 4. Maintain up‑to‑date product knowledge and share insights with peers. 5. Document all interactions accurately in the CRM for future reference. 6. Escalate unresolved issues to higher‑level support while ensuring proper hand‑off. 7. Identify recurring pain points and suggest process or product enhancements. 8. Meet or exceed defined service level agreements (SLAs) and quality metrics. 9. Participate in regular training sessions and knowledge‑sharing forums. 10. Provide feedback to product and engineering teams based on customer interactions. Tech Stack: Primarily uses CRM platforms (e.g., Salesforce), remote device management tools, basic networking utilities, and internal knowledge bases. Familiarity with Windows/macOS, Android/iOS, and Wi‑Fi troubleshooting is essential. Growth Path: Starting as a Technical Support Associate, high performers can progress to Senior Associate, Team Lead, Operations Manager, or specialize in areas such as Quality Assurance, Process Improvement, or Product Training. The company’s internal mobility program encourages lateral moves across domains, fostering a versatile career trajectory. Why Join One Sutherland? The organization offers competitive compensation with performance‑based incentives, comprehensive health benefits, and a robust learning ecosystem. Employees benefit from a supportive work environment, clear career ladders, and the chance to work on diverse, global projects that sharpen both technical and soft skills. The blend of structured training, mentorship, and real‑world problem solving makes it an ideal launchpad for fresh graduates aiming to build a lasting career in technical support and customer experience.