Bilingual Tech Support Specialist – Multi-Channel Help Desk

Confidential; Bogotá ciudad; Presencial; COP 24.000.000 - 42.000.000; Jornada completa

Descripción de la vacante

Confidential in Bogotá, Colombia, seeks a Technical Support Agent to provide frontline technical support and customer service across phone, email, chat, and e-ticketing. You will diagnose hardware, software, and networking issues, validate warranty entitlements, and document interactions with care.

You will follow Lenovo-supported processes, maintain privacy, and escalate where needed while meeting quality and service targets in a multi-channel environment.

Formación

• High School Diploma required.
• Technical Vocational Course in Computer Maintenance and Repair, Information Technology, Systems Support, or equivalent required.
• Minimum one (1) year of experience in a technical support, help desk, service desk, IT support, or customer-facing technical support role.
• Experience supporting customers in a customer-facing environment required.
• Experience supporting customers through multiple channels such as voice, email, chat, e-ticketing, or online support tools preferred.
• Knowledge of PC hardware, software, and technology industry products preferred.

Responsabilidades

• Provide technical support and customer service through inbound calls, outbound calls, email, chat, e-ticketing, and other approved support channels.
• Capture and validate customer information, product details, warranty entitlement, and case data accurately.
• Review customer history and previous interactions to support effective issue resolution.
• Diagnose, troubleshoot, and resolve customer-reported hardware, software, networking, and system issues using approved Lenovo workflows and tools.
• Apply logical troubleshooting techniques to identify root causes and determine appropriate resolution paths.
• Manage customer case status requests and provide accurate updates and next steps.
• Perform proactive follow-up callbacks for unresolved, interrupted, disconnected, incomplete, or appointment-based support interactions.
• Escalate issues to Level 1.5 Technical Support Specialists or other support teams when additional technical expertise is required.
• Maintain ownership of assigned cases and ensure proper follow-through until resolution, closure, or formal handoff.
• Document customer interactions, troubleshooting activities, resolutions, and escalation actions accurately within approved systems.
• Protect customer privacy and follow all Lenovo policies regarding data protection, information security, and compliance.
• Meet operational performance standards related to quality, productivity, customer satisfaction, attendance, and service levels.

Conocimientos

Troubleshooting

Windows 10/11

Microsoft 365

Networking concepts

Documentation & case management

Multi-channel support

Typing speed 35 WPM

Typing speed 45 WPM (email/chat)

Educación

High School Diploma

Technical Vocational Course in Computer Maintenance & IT

Herramientas

CRM systems

Lenovo diagnostic tools

Descripción del empleo

Confidential in Bogotá, Colombia, seeks a Technical Support Agent to provide frontline technical support and customer service across phone, email, chat, and e-ticketing. You will diagnose hardware, software, and networking issues, validate warranty entitlements, and document interactions with care.

You will follow Lenovo-supported processes, maintain privacy, and escalate where needed while meeting quality and service targets in a multi-channel environment.