Sutherland
Tech / AI / Software
TechnicalSupportL1
Neural analysis suggests this role is
optimal for entry candidates.
“Technical Support L1 at Sutherland. Skills: Technical Support, Customer Support, Client Support, Problem-solving. Ensures Thredd customers benefit from the highest levels of Customer support and expertise in their extensive use of Thredd platform and services. Be a named point of contact/ownership of service for a group of Thredd clients as well as part of a team supporting all Thredd clients on a pool basis”
What You'll Achieve.
Delivering results; Agree, capture and manage your personal goals to ensure delivery
Industry & Context.
Exceptional problem-solving ability backed by good judgement
What They're Looking For.
Must Have
Advanced English level (B2 or Higher), An understanding of transaction processing systems, electronic Point of Sale and ATMs, 3DS, Fraud, CB etc, Experience of working in a fast-paced environment where client service is time critical and has a direct effect on the bottom line, Experience in an operational environment, Experience in office software applications such as Word, Excel, email and browser, A track record of success in a B2B and client facing service role, within, payments and technology, Ability to perceive clients, Exceptional problem-solving ability backed by good judgement, Keen attention to detail, A sense of urgency, Ability to perform both within a team and autonomously
Nice to Have
Preferable exposure with Jira, Confluence, Soap, ELK, Postman etc
What You'll Do.
Ensures Thredd customers benefit from the highest levels of Customer support and expertise in their extensive use of Thredd platform and services
Be a named point of contact/ownership of service for a group of Thredd clients as well as part of a team supporting all Thredd clients on a pool basis
Have end to end ownership of client requests to successful and timely resolution
Advocacy for clients for requirements which are new to Thredd or not currently prioritised
Provide analysis on card/transactions data
being confident and understanding in depth Thredd systems in house (SC
and adhere to defined incident management procedures and communication plans
Appropriate escalation of potential issues as per defined processes
providing the required information needed to investigate thoroughly
How You'll Work.
Team & Collaboration
Fostering teamwork; Build bridges between departments especially with IMPS, AM, AS, Product and other departments within the business; Collaborate Purposefully; Build trusted relationships with colleagues, supporting activities, and being successful together
Communication Scope
Communicating with impact; Communicate clearly, using the appropriate channels
Full Job Description
Company Description _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. Sutherland was founded 39 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle._ Role overview The Technical Support Specialist ensures Thredd customers, some of the world’s leading cards and payments programmes, benefit from the highest levels of Customer support and expertise in their extensive use of Thredd platform and services grow The Customer Support Specialist ensures Thredd customers, some of the world’s leading cards and payments programmes, benefit from the highest levels of Customer support and expertise in their extensive use of Thredd platform and services Technical responsibilities of the role Customer / client centricity Be a named point of contact/ownership of service for a group of Thredd clients as well as part of a team supporting all Thredd clients on a pool basis Have a detailed understanding of the customers' business (products, customer journeys, volumes) and needs Have end to end ownership of client requests to successful and timely resolution Advocacy for clients for requirements which are new to Thredd or not currently prioritised Data & reporting Provide analysis on card/transactions data, being confident and understanding in depth Thredd systems in house (SC, EHI, WS etc) Quality & controls Understand, follow, and adhere to defined incident manage
Applying for this Technical Support L1 role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about Sutherland?
Real rants from real employees. Read before you apply.