Technical Support Associates

Candidates typically face a three‑stage process: an online aptitude test lasting 30‑40 minutes, followed by a technical interview that probes device troubleshooting, networking basics, and scenario handling. The final HR round assesses communication skills, cultural fit, and shift availability. Interviews are moderately challenging; thorough preparation of common tech support scenarios and clear articulation of past customer service experiences greatly improve chances.

One Sutherland promotes a performance‑driven yet supportive culture where learning is continuous and achievements are recognized. Employees benefit from structured training, clear growth pathways, and a balanced work‑life approach, especially with shift differentials that reward flexibility.

High school diploma or currently enrolled in any graduate program; minimum 60% academic record; 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 knowledge; flexible to work shifts including weekends and evenings; no backlogs allowed at the time of joining.

Round 1: Online Aptitude & Logical Reasoning Test → Round 2: Technical Interview (device troubleshooting, networking basics, scenario based questions) → Round 3: HR Interview (behavioral fit, communication, shift flexibility)

Sutherland, founded in 1986, has grown into a global leader in business process and technology management services. With a workforce spread across continents, the company prides itself on a culture of diversity, inclusion, and continuous learning. Employees benefit from a collaborative environment where ideas are welcomed, and innovation is encouraged. The organization’s commitment to employee growth is evident through robust training programs, clear career ladders, and performance‑based rewards. As part of the Neighbour Solutions team, the Technical Support Associate will be the frontline champion for customers who need assistance with device setup, troubleshooting, and technical issues. The role is voice‑centric, requiring clear communication, empathy, and the ability to resolve complex problems quickly. Associates will interact with customers across multiple channels, navigate several internal systems, and document each interaction meticulously to ensure seamless service delivery. Key responsibilities include: 1. Respond to inbound customer calls and provide prompt, accurate technical assistance. 2. Diagnose and resolve hardware, software, and connectivity issues on consumer devices. 3. Guide customers through step‑by‑step setup procedures and configuration tasks. 4. Escalate unresolved problems to higher‑level support while maintaining ownership of the case. 5. Maintain up‑to‑date product knowledge and stay informed about the latest consumer‑tech trends. 6. Record detailed notes in the ticketing system to aid future reference and analytics. 7. Identify recurring pain points and suggest process or product improvements. 8. Collaborate with cross‑functional teams such as QA, product, and operations to ensure consistent service quality. 9. Meet or exceed key performance indicators like average handling time, first‑call resolution, and customer satisfaction scores. 10. Adhere to shift schedules, including evenings and weekends, to provide 24/7 coverage. The technical stack for this role primarily involves Windows/macOS operating systems, mobile device platforms (iOS, Android), basic networking concepts (Wi‑Fi, routers), and common remote‑support tools. While coding is not a core requirement, familiarity with ticketing tools (e.g., ServiceNow) and CRM platforms is advantageous. Growth prospects are strong: high performers can move into senior technical specialist roles, team lead positions, or transition into quality assurance, training, or operations management. The company’s emphasis on continuous learning means associates receive regular upskilling opportunities, certifications, and mentorship. Why join One Sutherland? Apart from a competitive compensation package that includes base pay, incentives, overtime, and shift differentials, employees enjoy comprehensive health and life insurance, a merit‑based salary hike, and a vibrant reward‑and‑recognition program. The supportive training environment, clear career pathways, and inclusive culture make it an ideal launchpad for fresh graduates seeking a stable yet dynamic start in the tech support arena.