Sutherland direct hiring for Associate Technical Support Advisor Full Time

Sutherland direct hiring for Associate Technical Support Advisor . This is a great opportunity for freshers and early-career professionals looking to kickstart their journey in a global IT services company. The position is based in , India and eligible candidates are encouraged to apply online at the earliest. The detailed eligibility criteria and application process are given below.

About Company :

Sutherland is a global leader driving digital outcomes by combining advanced technologies with expertise in customer experience and business process transformation. By improving interactions and personalizing experiences, Sutherland helps clients build better customer relationships through its digital-first approach.

Job Description :

Strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex technical issues in Protection Server products. You will interact directly with our enterprise customers to deliver “white glove service” on each interaction. The daily work includes regular updating of support cases to record progress of open issues in our call tracking system, hosting shared sessions with customers to diagnose reported problems, interacting with Sustaining Engineering for items that require escalation, and documenting technical solutions and product information in the knowledge base. This is an advanced support group, you will act as an SME in a broad range of topics, owning and resolving all but the most complex of issues from start to finish. The work is frequently performed in Linux command line environments so appropriate skills are required.

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Roles and Responsibilities:

• Provide technical product support to customers, resellers, and partners
• Provide configuration help, troubleshooting and best practice advice to customers
• Manage cases in our customer support tools to ensure issues are assigned, tracked, escalated, and resolved within SLA targets
• Provide problem diagnosis and root cause analysis for technical issues
• Publish Knowledge Base articles for internal and customer audiences
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Participate in on-call support 24×7 rotation as assigned.
• Work towards the team’s success—we win together