Technical Support Representative

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

• Provide prompt and professional technical support to administrators, teachers, and caregivers, using our Schools products.
• Diagnose and troubleshoot issues related to application functionality, device compatibility, and basic networking. 
• Assist users with setting up and configuring devices, ensuring they meet all necessary requirements for our products. 
• Identify, analyze, and resolve technical problems by employing appropriate troubleshooting techniques. 
• Documents and track all support interactions, including issues reported and resolutions provided through Zendesk. 
• Collaborate with the development team to report bugs, suggest improvements, and ensure timely resolution for issues. 
• Develop and maintain extensive knowledge for all our products, including new features and updates. 

• Proven experience as a Technical Support Representative or similar role, preferable in an education technology environment. 
• Strong knowledge of troubleshooting, device configuration and basic networking concepts. 
• Proficiency in using Zendesk and remote support tools. 
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner. 
• Strong problem-solving skills and the ability to work under pressure to meet deadlines. 
• Familiarity with various operating systems (Windows, macOS, iOS, Android, etc.) and web browsers.
• Patience, empathy, and a positive attitude when dealing with users of varying technical proficiency. 
• Ability to work independently and as part of a team with a fast-paced environment.

This is a work at home position in Colombia. Enjoy the benefits of joining a Great Place to Work company working for the world's biggest technology companies.