Floor Support Specialist - Technical Support Operations

About Sutherland

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

The Floor Support Specialist provides real-time operational support to frontline agents across multiple channels by assisting with process questions, system navigation, customer interactions, escalation management, and documentation requirements. The role serves as an immediate support layer that helps improve agent performance, reduce avoidable escalations, reinforce compliance and operational standards, and maintain service consistency. The Floor Support Specialist works closely with Operations, Quality, Training, Workforce Management, and other support teams to identify improvement opportunities and support continuous improvement initiatives.

Key Responsibilities

• Provide real-time guidance and support to agents during customer interactions and case handling activities.
• Assist agents with process questions, system navigation, documentation requirements, escalation procedures, and customer communication best practices.
• Support customer de-escalation efforts and assist agents handling supervisor requests or complex customer situations.
• Identify situations requiring escalation to Supervisors, Technical Support Specialists, Case Management, Quality, Training, Workforce Management, or other support functions.
• Reinforce approved operating procedures, compliance requirements, customer privacy standards, and communication guidelines.
• Support onboarding, nesting, and ramp-up activities for new hires and recently transitioned employees.
• Track recurring operational issues, process gaps, agent questions, and training opportunities.
• Provide operational insights and recommendations to support coaching initiatives, refresher training, process enhancements, and knowledge management activities.
• Collaborate with cross-functional teams to improve workflows, customer experience, agent effectiveness, and operational performance.
• Promote a culture of continuous improvement, accountability, and customer-centric service delivery.

Education

• High School Diploma or equivalent required.
• Technical, vocational, or college-level studies preferred.

Experience

• Minimum 2 years of experience in contact center operations, customer support, technical support, back-office support, or related service environments.
• Previous experience as a Senior Agent, Subject Matter Expert (SME), Floor Support, Mentor, Escalation Support, or similar role preferred.

Knowledge & Skills

• Strong understanding of contact center processes, customer service principles, escalation management, and case documentation.
• Experience supporting voice, chat, email, ticketing, social media, or back-office operations.
• Familiarity with CRM platforms, ticketing systems, knowledge bases, and omnichannel support tools.
• Understanding of operational metrics such as SLA, AHT, Backlog, Adherence, Occupancy, and Queue Performance.
• Strong verbal and written communication skills.
• Ability to remain calm and structured when managing escalations and high-pressure situations.
• Experience supporting coaching, training, quality, or knowledge management activities preferred.
• Familiarity with AI-enabled support tools, knowledge recommendations, or automated case summaries is a plus.

Language Requirements

• Spanish: Native or Near-Native (Required)
• English: Basic (A2) or Higher (Required)