Technical Support Representative L1 at Sutherland

📍 Job Overview

Job Title: Technical Support Representative L1
Company: Sutherland
Location: Bogotá, Bogotá, Colombia
Job Type: Full-time
Category: Customer Support & Services
Date Posted: 2025-06-17
Experience Level: Entry-level (0-2 years)

🚀 Role Summary

📝 Enhancement Note: This role focuses on providing exceptional technical support to customers, requiring strong communication skills and a proactive problem-solving mindset. It's an entry-level position ideal for recent graduates or individuals seeking to start their career in technical support.
As a Technical Support Representative L1, you will be the first point of contact for customers experiencing issues with IoT devices and web applications. Your primary responsibility will be to understand, empathize, and resolve customer problems efficiently, collaborating with internal teams to drive sustainable solutions.

💻 Primary Responsibilities

📝 Enhancement Note: The role involves a mix of customer interaction, troubleshooting, and collaboration with internal teams. It requires strong communication skills, active listening, and the ability to communicate complex information clearly.
Provide outstanding customer support using tools such as Zendesk, Jira, Confluence, Salesforce, and ServiceNow.
Communicate complex information in a simplified and clear manner to customers with varying technical backgrounds.
Demonstrate curiosity and a proactive problem-solving mindset to understand and resolve customer issues effectively.
Understand and empathize with customers when interacting with a wide range of different personality types.
Collaborate with product, program, marketing, and engineering teams to define and implement innovative solutions that improve customer experiences.
Act as the customer voice within the organization to ensure customer needs are met and drive continuous improvement.

🎓 Skills & Qualifications

Education:

Bachelor's degree in Technology or equivalent experience in technical support is a must.

Experience:

Basic understanding of supporting and using Windows and Linux operating systems.
Understanding and basic troubleshooting for IoT, various hardware devices including custom hardware, standard PCs.

Required Skills:

Advanced English level (B2 or higher) in both verbal and written communication.
Excellent communication skills: verbal, written, and listening.
Basic Knowledge on technical support using tools such as Zendesk, Jira, Confluence, Salesforce, and ServiceNow.
Understanding of technical support principles and best practices.
Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
Availability to work onsite in Bogotá (Torre Krystal).

Preferred Skills:

Previous experience in technical support or a related field.
Familiarity with additional languages (Spanish, French, German, etc.) would be an asset.
Basic knowledge of web application development and IoT device management.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role is focused on customer support rather than web development, a portfolio is not required. However, demonstrating problem-solving skills through past projects or experiences can be beneficial.
While not required, providing examples of past customer support experiences or projects that showcase your problem-solving skills and customer focus can strengthen your application.

💵 Compensation & Benefits

📝 Enhancement Note: The salary for this role is not specified in the job listing. However, based on market research, the average salary for an entry-level technical support role in Bogotá, Colombia, is approximately COP 2,500,000 - 3,500,000 per month (USD 700 - 1,000).
Salary Range: COP 2,500,000 - 3,500,000 per month (USD 700 - 1,000)
Benefits: Sutherland offers a comprehensive benefits package, including health insurance, retirement plans, and employee assistance programs. Details of the benefits package can be found on the Sutherland careers website.

🎯 Team & Company Context

🏢 Company Culture

Industry: Business Process Management & Technology Services
Company Size: Large (10,000+ employees)
Founded: 1986
Team Structure: Sutherland operates with a global team structure, fostering diversity of thought, experience, and background. The company promotes a positive work environment and celebrates its diversity.
Development Methodology: Sutherland uses a combination of Agile and Waterfall methodologies, depending on the project and client requirements.

📈 Career & Growth Analysis

Web Technology Career Level: Entry-level (L1) Technical Support Representative
Reporting Structure: This role reports directly to the Technical Support Manager and works closely with various internal teams, such as Product, Program, Marketing, and Engineering.
Technical Impact: As an L1 Technical Support Representative, you will have a direct impact on customer satisfaction and experience by resolving their technical issues efficiently and effectively.

🌐 Work Environment

Office Type: On-site (Torre Krystal, Bogotá)
Office Location(s): Bogotá, Colombia
Workspace Context: Sutherland's workspace is designed to foster collaboration and innovation, with open-plan offices and dedicated team spaces. The company encourages a flexible and dynamic work environment.
Work Schedule: Full-time (40 hours/week) with availability to work in a fast-paced environment and manage multiple tasks simultaneously.

📄 Application & Technical Interview Process

📝 Enhancement Note: The application process involves submitting your resume and cover letter through the Sutherland careers website. The interview process may include phone screens, technical assessments, and on-site interviews, focusing on your communication skills, problem-solving abilities, and customer focus.
Interview Process:
1. Phone Screen: A brief conversation to assess your communication skills and understanding of the role.
2. Technical Assessment: A hands-on test to evaluate your problem-solving skills and technical aptitude.
3. On-site Interview: A face-to-face meeting with the hiring manager and/or team members to discuss your fit for the role and the company culture.
Portfolio Review Tips: As this role is focused on customer support, a portfolio is not required. However, providing examples of past customer support experiences or projects that showcase your problem-solving skills and customer focus can strengthen your application.
Technical Challenge Preparation: Familiarize yourself with the tools mentioned in the job listing, such as Zendesk, Jira, Confluence, Salesforce, and ServiceNow. Brush up on your customer support skills and be prepared to discuss your approach to handling customer issues.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role is focused on customer support rather than web development or infrastructure, a technology stack is not specified. However, familiarity with the mentioned tools and a basic understanding of Windows and Linux operating systems are required.

👥 Team Culture & Values

Web Development Values: Sutherland values a diverse and inclusive work environment, fostering collaboration and innovation. The company promotes a customer-centric culture, focusing on delivering exceptional customer experiences.
Collaboration Style: Sutherland encourages cross-functional collaboration and knowledge sharing among its global team members. The company fosters a culture of continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges: As an L1 Technical Support Representative, you will face various technical challenges, such as troubleshooting IoT devices and web applications, understanding customer issues, and finding effective solutions.
Learning & Development Opportunities: Sutherland offers various learning and development opportunities, including training programs, workshops, and e-learning resources. The company encourages employees to pursue continuous learning and professional growth.

💡 Interview Preparation

📝 Enhancement Note: Prepare for the interview by researching Sutherland's company culture, values, and mission. Familiarize yourself with the tools mentioned in the job listing and be ready to discuss your problem-solving skills and customer focus.
Technical Questions: Brush up on your customer support skills and be prepared to discuss your approach to handling customer issues. Familiarize yourself with the tools mentioned in the job listing and be ready to demonstrate your proficiency in using them.
Company & Culture Questions: Research Sutherland's company culture, values, and mission. Be prepared to discuss your fit for the role and the company, as well as your long-term career goals and aspirations.
Portfolio Presentation Strategy: As this role is focused on customer support, a portfolio is not required. However, providing examples of past customer support experiences or projects that showcase your problem-solving skills and customer focus can strengthen your application.

📌 Application Steps

To apply for this Technical Support Representative L1 position:

Visit the Sutherland careers website and search for the job listing.
Submit your resume and cover letter, highlighting your relevant experience and skills.
Prepare for the interview process by researching the company, familiarizing yourself with the tools mentioned in the job listing, and brushing up on your customer support skills.
Complete the application process and wait for a response from the Sutherland recruitment team.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Representative L1