Consultant – Associate – Tier 1 Technical Support Consultant

Job Overview

  • Experience Level Mid-Level
  • Total Years Experience 3-5
  • Education Some College

Company Description:

Sutherland is seeking an attentive and goal-oriented person to join us as Back Office Analyst 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!

Job Description:


As a Tech Support Representative you work with a supportive, service-oriented team. We take our job and our customers seriously and are looking for only the best consultants.

Here’s what is expected from all of our consultants:

  • Answer inbound calls from customers to assist with questions about products, services, answer basic programming questions, or troubleshoot issues
  • Use active listening and probing question skills to help troubleshoot and resolve customer technical issues
  • Concentrate on specific areas of support: As a Level 1 TSE, you will be focusing on up to four out of eleven verticals specific to troubleshooting Enterprise Storage Systems, ranging from Data Protection, Core, Virtualization, Cloud, Protocols, Hardware, and several other areas of focus
  • Work directly with Level II Support: develop professional relationships with the customer by working directly with NetApp support
  • Verify customer account information and update necessary information, as needed
  • Access the company databases and provide instructions to customers to determine the root cause of their problem
  • Ensure customer needs are met with follow-up calls and communications
  • Handle multiple tasks simultaneously while creating an exceptional caller experience
  • Driven for success and comfortable working independently
  • Attend job-related training, refresher training, updates, and cross training
  • Participate in team meetings and individual team meetings
  • Read and stay up-to-date with reference materials, announcements, promotions, changes, specials, policies, and other company business

Training and Nesting Details

Training for this program is critical and 100% mandatory. Training consists of four hours of classroom instruction, and then four hours of self-paced learning each day. Following Training, you participate in Nesting where you take live calls in a supportive environment. Training and Nesting is scheduled for five days a week and lasts for six weeks.


Required Skills:

  • Passion for customer service and the ability to empathize with concerned customers
  • Ability to do what is necessary to resolve customer issues
  • Demonstrated ability to research and resolve problems using a variety of resources and tools
  • Provide timely, effective and correct solutions and information to customers.
  • To be able to work on more than one ticket at once, while not losing effectiveness
  • Meet internal and client metrics, in the areas of SLA, tickets closed per month, Customer and Sales Rep Satisfaction, and other metrics as defined.
  • Flexibility in work schedule and ability to participate in monthly rotating shifts when needed to meet needs of the customer and business.
  • Proficient and accurate computer typing skills.
  • Effective Written and Verbal Communication Skills.
  • Strong verbal and written communication skills

Preferred Skills:

  • Previous experience with phone support
  • Experience in troubleshooting Server related issues
  • Working knowledge of MS-Windows Server
  • Working knowledge of IIS
  • Knowledge and hands-on experience with any of the following: Windows Server 2008/2012, Windows XP/7, ActiveSync, Lotus Domino Server and/or Microsoft Exchange Server 07/10/13, Microsoft Office 365, and/or Novell GroupWise, Lotus Notes Client and/or Microsoft Outlook, and/or Apple OS/X environment.
  • Knowledge of TCP/IP, DHCP, Network Connectivity, OSI, LAN/WAN
  • Understanding of Internet application technologies including; HTML, XML, Internet protocols, networking, firewalls, Web Server configurations

Additional Information:

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.

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