Customer Support Representative

Customer Support Representative

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We've created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as a service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland Unlocking digital performance. Delivering measurable results.

Job Description

We are seeking highly motivated Customer Support Personnel to join our dynamic team. As Customer Support Personnel, you will be responsible for providing exceptional support to our customers, sharing information of their account and escalation handling as needed. Your primary goal will be to build product expertise, deliver outstanding customer experiences, and collaborate effectively to drive resolutions with different departments within the project.

Job Responsibilities:

• Act as the first point of contact for customers through phone and email.
• Communicate professionally, empathetically, and efficiently in every customer interaction.
• Facilitate communication between customers and internal departments.
• Handle inquiries related to orders, purchases, billing, and similar topics.
• Identify and route each inquiry to the correct department.
• Play a key role in ensuring a smooth and positive customer experience.

Qualifications

• Education: Bachelor's degree or studies in Computer Science or a related field preferred, but not mandatory.

• Communication Skills: English B2 required. Must demonstrate excellent verbal, written, and listening abilities. Ability to effectively engage in conversations with North American customers, including understanding common references, slang, and technical terms.

• Team Collaboration: Willingness and availability to collaborate with Product, Program, Marketing, and Engineering teams.

• Customer Service Skills: Solutions-oriented mindset with a passion for customer experience. Must exhibit polished etiquette, effective delivery, and the ability to handle difficult customers with a positive approach.

• Problem-Solving Skills: Strong analytical and logical troubleshooting skills. Ability to work under pressure in a highly flexible environment.

• Technical Tools Knowledge: Experience with Salesforce, Confluence, and Microsoft Office is preferred.

• Availability for Onsite Work: Open to working onsite at North Point (Torre Krystal) facilities.

• Time Flexibility: Preparedness to work flexible hours to meet the demands of varying shifts and customer needs

This is an 100% onsite position in our Torre Krystal Facilities (Bogotá)