Technical Support Associates

One Sutherland’s interview process typically starts with a timed online aptitude test, followed by a technical interview focused on troubleshooting scenarios and basic networking concepts. The final HR round assesses cultural fit, shift flexibility, and career aspirations. Candidates should practice clear communication, structured problem solving, and showcase a customer‑centric mindset.

One Sutherland fosters a collaborative, inclusive culture where diversity of thought is celebrated. Employees benefit from structured learning programs, clear growth ladders, and a healthy work‑life balance supported by flexible shift options and regular wellness initiatives.

High school diploma or currently enrolled in any undergraduate program; 1+ year of customer service experience; Minimum typing speed of 30 WPM (voice) and 32 WPM (chat); Strong communication, problem‑solving, and active listening skills; Interest in consumer technology and hands‑on troubleshooting; Basic understanding of networking/Wi‑Fi concepts; Flexible to work shifts, including weekends and evenings; No specific branch requirement; No minimum percentage mandated; No back‑log restrictions for freshers.

Round 1: Online aptitude test (logical reasoning, quantitative, English) → Round 2: Technical interview (device troubleshooting scenarios, networking basics) → Round 3: HR interview (behavioral fit, availability, salary expectations)

One Sutherland is a global business process and technology management services firm that has grown from a modest startup in 1986 to a multinational leader with a presence in more than 30 countries. The company prides itself on a culture of diversity, inclusion, and continuous learning, encouraging employees to bring their authentic selves to work while collaborating across borders to deliver breakthrough solutions for clients. Sutherland’s core values revolve around customer obsession, innovation, and a relentless drive to win as a single team. This environment has earned it a reputation for strong employee engagement, robust training programs, and clear pathways for career advancement. The Technical Support Associate role sits within the Neighbour Solutions team, a unit dedicated to helping end‑users set up, troubleshoot, and maintain consumer devices. Associates act as the first line of contact for customers, handling voice and chat interactions, diagnosing complex technical problems, and ensuring a seamless experience across multiple platforms. The position offers exposure to a wide range of consumer electronics, from smart home gadgets to mobile devices, and requires the ability to navigate several internal tools simultaneously. Key Responsibilities: 1. Provide prompt, courteous support to customers via inbound calls and chat sessions. 2. Diagnose and resolve complex technical issues related to device setup, connectivity, and functionality. 3. Navigate multiple internal systems to research, document, and escalate problems as needed. 4. Build deep product knowledge to deliver advanced troubleshooting and proactive guidance. 5. Act as the customer’s advocate, identifying recurring pain points and suggesting product or process improvements. 6. Collaborate with cross‑functional teams—including engineering, quality assurance, and product management—to ensure consistent service quality. 7. Maintain accurate records of interactions, resolutions, and escalation details in the CRM. 8. Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs). 9. Participate in regular training sessions and knowledge‑sharing forums to stay updated on new device releases and software updates. 10. Contribute to the creation of knowledge‑base articles and troubleshooting guides. Tech Stack: The role primarily uses CRM platforms (e.g., Salesforce), remote diagnostic tools, ticketing systems (e.g., ServiceNow), and basic networking utilities (Wi‑Fi analyzers, ping, traceroute). Familiarity with Windows/macOS, Android/iOS, and common consumer IoT protocols is advantageous. Growth Path: High‑performing associates can progress to Senior Technical Support Specialist, Team Lead, or Operations Manager roles. The company also offers lateral moves into Quality Assurance, Training, or Product Management for those interested in broader career trajectories. Why Join One Sutherland? Employees enjoy competitive compensation with shift differentials, a clear merit‑based salary progression, comprehensive health and life insurance, and a vibrant reward‑and‑recognition program. The organization invests heavily in training, mentorship, and continuous upskilling, ensuring fresh graduates can quickly become subject‑matter experts while enjoying a supportive, inclusive workplace.