{"id":2535065,"url":"https://alion.io/job/sutherland-floor-support-specialist","title":"Floor Support Specialist","company":{"id":6648,"name":"Sutherland","domain":"sutherlandglobal.com","url":"https://alion.io/company/sutherland","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":46,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":22000,"max_usd":46000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1815},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"SLI/SLO/SLA","optional":true}],"status":"live","first_seen_at":"2026-10-14T13:26:00Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-16T14:22:47Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Sutherland\nArtificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.\nWe work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.\nWe've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless \"as-a-service\" model.\nFor each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.\nSutherland\nDigital Outcomes.\n Role Description\nThe Floor Support Specialist provides real-time operational support to agents across multiple queues and channels, helping them resolve process questions, customer handling situations, escalation requests, tool navigation issues, and supervisor-related requests.\nThis role supports a structured performance management and continuous improvement framework aligned with contact center best practices, including quality, training, process governance, customer experience, and operational control. The Floor Support Specialist does not replace the Team Leader or Supervisor but acts as an immediate support layer to improve agent confidence, reduce avoidable escalations, and maintain service consistency.\nKey Responsibilities:\nProvide real-time guidance to agents during live interactions or case handling.\nSupport agents with process questions, system navigation, escalation paths, customer communication, and documentation standards.\nAssist with customers requesting supervisor intervention, ensuring proper de-escalation and ownership.\nIdentify cases requiring escalation to Supervisors, Level 1.5, TSS, Case Management, Quality, Training, or other support teams.\nReinforce approved workflows, customer privacy, compliance requirements, and communication standards.\nCapture recurring agent questions, process gaps, tool issues, and training needs.\nSupport nesting, new agent ramp-up, and early production stabilization.\nShare insights with Operations, Training, Quality, Process, and WFM to support coaching, refreshers, SOP updates, and performance improvement.\nMaintain basic tracking of recurring support themes, escalations, and improvement opportunities.\nRequired Qualifications:\nHigh school degree or equivalent required.\n2+ years of experience in contact center operations, customer support, technical support, backoffice support, or related roles.\nExperience as senior agent, SME, mentor, floor support, escalation support, or similar role.\nStrong knowledge of contact center processes, escalation procedures, customer communication, and case documentation.\nStrong verbal and written communication skills.\nAbility to remain calm and structured in escalated or high-pressure situations.\nFamiliarity with CRM, ticketing, knowledge base, omnichannel, and support tools.\n Preferred Qualifications:\nExperience in Lenovo, PC hardware, technical support, BPO, or service operations.\nKnowledge of voice, chat, email, e-ticketing, social media, and backoffice workflows.\nBasic understanding of AHT, SLA, backlog, adherence, occupancy, and queue performance.\nExperience supporting training, coaching, QA, or knowledge management activities.\nFamiliarity with AI-enabled agent assist tools, knowledge recommendations, or automated case summaries.\nKey Competencies:\nReal-time agent support\nEscalation handling\nProcess guidance\nCustomer de-escalation\nCoaching mindset\nOperational judgment\nDocumentation discipline\nContinuous improvement mindset\n All your information will be kept confidential according to EEO guidelines.","description_format":"text","description_chars":4122,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing 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