Company Description:
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 Installation Quality Specialist II supports the enhancement of installation quality by managing a queue of technical issues, analyzing installation data for trends, and troubleshooting problems across client platforms. They also collaborate with cross-functional teams to improve internal tools and processes.
Key Duties and Responsibilities:
- Audit installation data and invoices for completeness, accuracy, and adherence to standards for both managed and self installations.
- Investigate recurring install issues and recommend remediation steps.
- Provide SME knowledge and expertise on installation enablement systems to the organization.
- Perform user acceptance testing on Product releases for installation enablement systems.
- Coordinate directly with internal teams and external vendors to resolve installation discrepancies, providing internal and external customer support as needed.
- Track and analyze install quality metrics; share trends and flag risks proactively.
- Proactively propose data driven solutions and contribute to installation improvement projects.
- Assist in refining documentation, checklists, or workflows to enhance process efficiency.
- Provide peer support and contribute to cross-team enablement.
Qualifications:
- Minimum 2 experience in a technical or customer support role diagnosing and troubleshooting issues.
- Bachelor’s degree or equivalent experience.
- Working knowledge of SQL, or similar relational database.
- Previous experience using web-based tools or CRM.
- Highly organized and detail oriented; ability to identify and solve problems using defined processes and procedures.
- Excellent written and verbal communication skills; able to communicate effectively with cross-functional teams.
- Ability to work effectively and professionally across multiple departments and levels of the organization.
Additional Information:
This is an 100% onsite position in our Torre Krystal Facilities (Bogotá)
