Bilingual Tech Support Agent (Spanish/English)

Sutherland Global; Bogotá ciudad; Presencial; COP 33.480.000 - 61.380.000; Jornada completa

Descripción de la vacante

Lenovo is seeking a Technical Support Agent to provide frontline technical support and customer service across phone, email, chat, and e-ticketing channels. You will capture customer data, verify warranty entitlement, diagnose issues, and document interactions while maintaining high quality and customer satisfaction.

You will be the first contact, following Lenovo workflows to resolve hardware, software, and networking problems, escalate when needed, and ensure ownership from case start to

Formación

• Minimum 1 year in a technical support or help desk role.
• Native or near-native Spanish; advanced English.
• Proven ability to troubleshoot hardware, software, and networking issues.

Responsabilidades

• Provide multi-channel technical support (phone, email, chat, e-ticketing).
• Capture customer data, validate warranty entitlement, and update cases.
• Diagnose and resolve hardware, software, and networking issues using Lenovo workflows.
• Escalate to Level 1.5 or other teams as needed and ensure case ownership.
• Document interactions and protect customer privacy.

Conocimientos

Troubleshooting

Customer service

Multichannel support

Documentation

Time management

Educación

High School Diploma

Technical Vocational Course in Computer Maintenance and Repair

College degree preferred

Herramientas

Windows 10/11

Microsoft 365

PC hardware knowledge

Lenovo diagnostic tools

VPN / TCP-IP networking

CRM systems

Ticketing platforms

Descripción del empleo

Lenovo is seeking a Technical Support Agent to provide frontline technical support and customer service across phone, email, chat, and e-ticketing channels. You will capture customer data, verify warranty entitlement, diagnose issues, and document interactions while maintaining high quality and customer satisfaction.

You will be the first contact, following Lenovo workflows to resolve hardware, software, and networking problems, escalate when needed, and ensure ownership from case start to