Customer Support Associate

Responsibilities

• Be the primary point of contact for B2B customers through email, chat, or voice
• Provide timely, accurate, and professional support while maintaining SLAs
• Take full ownership of interactions with proactive problem-solving
• Handle sensitive issues with empathy and a positive brand portrayal
• Maintain precise customer records and call documentation
• Meet performance metrics regarding quality, productivity, and resolution
• Suggest process improvements and flag recurring issues

Requirements

• Good verbal and written communication skills in English
• Ability to empathize with customers and manage time effectively
• Basic user-level knowledge of Windows operating systems
• High school diploma or equivalent
• 0–2 years of experience (freshers welcome)
• Ability to work rotational shifts including day and night

About the Company

Sutherland is a global digital transformation company specializing in AI, automation, cloud engineering, and advanced analytics. We work with iconic brands worldwide to optimize business operations and reinvent customer experiences through a seamless "as a service" model.