Technical Support Consultant

We're looking for a Technical Support Consultant to join our growing team in Hyderabad, India. In this role, you'll be the frontline of our customer support operation, delivering exceptional technical assistance and building lasting relationships with our clients. As a Technical Support Consultant, you'll combine your technical expertise with outstanding customer service skills to troubleshoot issues, provide solutions, and ensure every customer interaction exceeds expectations. This is an opportunity to develop valuable problem-solving skills, learn continuously, and make a meaningful impact on our customers' success every single day.

• Answer and manage high-volume inbound calls with professionalism and empathy, providing accurate technical support and guidance
• Troubleshoot technical issues systematically, analyzing problems and implementing effective solutions
• Document all customer interactions, issues, and resolutions in our ticketing and CRM systems with accuracy and attention to detail
• Escalate complex technical issues to appropriate teams while maintaining clear communication with customers throughout the process
• Provide clear, jargon-free explanations to customers of varying technical backgrounds, ensuring they understand solutions and next steps
• Collaborate with team members and other departments to resolve customer issues efficiently and share knowledge
• Follow established procedures and best practices while remaining flexible and adaptable to changing priorities
• Maintain organized records and contribute to knowledge base documentation to support continuous improvement
• Identify patterns in customer issues and provide feedback to help enhance our products and services
• Demonstrate resilience and composure when handling challenging situations, maintaining a positive and supportive attitude
• High school diploma or GED required
• Excellent verbal and written communication skills with proficient reading ability
• Demonstrated ability to perform at a high level in a fast-paced, high-volume environment
• Strong multi-tasking skills with the ability to manage multiple applications and customer interactions simultaneously
• Basic PC keyboarding skills and proficiency with Microsoft Office applications (Outlook, Word, Excel)
• Experience with CRM applications or ticketing systems (preferred)
• Proven customer service experience with a customer-focused mindset
• Strong problem-solving and analytical skills with attention to detail
• Ability to work collaboratively in a team environment and communicate effectively with colleagues
• Time management and organizational skills to prioritize tasks efficiently
• Patience, empathy, and adaptability when working with diverse customers and technical challenges
• Willingness to learn new technologies and continuously develop your technical skill set
• Ability to remain calm and professional under pressure while maintaining a positive attitude All your information will be kept confidential according to EEO guidelines. Sutherland is seeking an attentive and goal-oriented person to join us as Consultant – Sales and Support Customer Care. We are a group of driven and hard-working 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!