Floor Support Specialist

About the role

Sutherland is hiring a Floor Support Specialist in Bogotá. The specialist gives 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. The role complements the Team Leader and Supervisor and helps improve agent confidence, reduce avoidable escalations and keep service consistent.

Key responsibilities

• Give real-time guidance to agents during live interactions or case handling.
• Support agents on process questions, system navigation, escalation paths, customer communication and documentation standards.
• Assist customers requesting supervisor intervention, ensuring proper de-escalation and ownership.
• Identify cases needing escalation to Supervisors, Level 1.5, TSS, Case Management, Quality, Training or other support teams.
• Reinforce approved workflows, customer privacy, compliance requirements and communication standards.
• Capture recurring agent questions, process gaps, tool issues and training needs.
• Support nesting, new agent ramp-up and early production stabilization.
• Share insights with Operations, Training, Quality, Process and WFM to support coaching, refreshers, SOP updates and performance improvement.
• Maintain basic tracking of recurring support themes, escalations and improvement opportunities.

Required profile

• High school degree or equivalent.
• 2+ years of experience in contact center operations, customer support, technical support, back office support or related roles.
• Experience as senior agent, SME, mentor, floor support, escalation support or similar.
• Strong verbal and written communication skills; calm and structured under pressure.

Required skills

• Familiarity with CRM, ticketing, knowledge base, omnichannel and support tools.
• Preferred: experience in Lenovo, PC hardware, technical support, BPO or service operations.
• Preferred: knowledge of voice, chat, email, e-ticketing, social media and back office workflows; basic understanding of AHT, SLA, backlog, adherence and occupancy.
• Preferred: experience supporting training, coaching, QA or knowledge management; familiarity with AI-enabled agent assist tools.