Company Description Sutherland is an AI-driven business transformation partner that helps global enterprises, including several Fortune 500 companies, design, run, and continuously improve their operations. The organization combines artificial intelligence, automation, cloud computing, product engineering, and advanced analytics to deliver measurable business outcomes. By integrating AI-led solutions directly into mission-critical processes, Sutherland enables clients to enhance efficiency and strengthen customer experiences at scale.

The company’s strength lies in blending digital and product engineering, R&D;, and deep operational expertise to build production-grade AI solutions grounded in real enterprise environments. This closed-loop approach positions Sutherland as a unique partner for organizations looking to move beyond AI pilots to reliable, governed, and scalable results.

Role Description This is a full-time, on-site Technical Customer Support role based in Thane.

The Technical Customer

Support professional will respond to customer inquiries, diagnose technical issues, and provide timely resolutions through phone, email, chat, or ticketing systems. Daily responsibilities include troubleshooting product or service-related problems, guiding customers through solutions,



and documenting cases accurately in internal systems. The role also involves collaborating with cross-functional teams to escalate complex issues, monitoring recurring problems, and providing feedback to improve products and services.

Maintaining high standards of customer satisfaction, adhering to defined service-level agreements, and following established support procedures are key expectations.

Qualifications

- Strong customer-facing skills, including Customer Support and Customer Satisfaction, with a service-oriented mindset.
- Demonstrated Technical Support and Troubleshooting abilities for software, hardware, or technical platforms.
- Solid Analytical Skills to interpret issues, identify root causes, and propose effective solutions.
- Clear and professional verbal and written communication skills.
- Ability to work on-site in Thane and manage shifts as required by business needs.
- Experience in a technical support or contact center workplace is preferred.
- Comfort using CRM, ticketing tools, and basic productivity software.
- Relevant education in IT, computer science, engineering, or a related field is an advantage.

📌 Technical customer support (Thane)
🏢 Sutherland
📍 Thane