Brand-Driven Social Media Support Specialist

Sutherland; Bogotá ciudad; On-site; COP 20,088,000 - 31,248,000; Full time

Job summary

Lenovo is seeking a Social Media Customer Support Consultant to act as a frontline brand representative across social channels. You will deliver empathetic, policy‑compliant responses while guiding customers to appropriate service options and maintaining a positive customer experience.

Strong written communication and familiarity with social platforms are essential. The role emphasizes troubleshooting, trend identification, and collaboration with Voice of the Customer initiatives to improve

Qualifications

• 1–2 years in customer service, technical support, social media or digital engagement.
• Experience with social media platforms and public-facing support is preferred.
• SLA-driven customer support experience is a plus.
• Bachelor’s degree or college coursework in relevant fields is preferred.

Responsibilities

• Respond to inquiries and service requests through social media, online communities and reviews.
• Provide brand-aligned, empathetic responses in public and private channels.
• Guide customers to the right support path based on issue type and product entitlement.
• Troubleshoot issues and escalate when necessary to maintain customer satisfaction.
• Identify trending issues, sentiment shifts, and potential service-impacting events.
• Maintain professional tone and protect privacy across digital channels.

Skills

Social media support

Customer advocacy

Digital communication

Brand representation

Trend analysis

Education

High School Diploma

College coursework in Communications/Marketing/Business

Tools

CRM systems

Ticketing platforms

Knowledge bases

Digital engagement tools

Job description

Lenovo is seeking a Social Media Customer Support Consultant to act as a frontline brand representative across social channels. You will deliver empathetic, policy‑compliant responses while guiding customers to appropriate service options and maintaining a positive customer experience.

Strong written communication and familiarity with social platforms are essential. The role emphasizes troubleshooting, trend identification, and collaboration with Voice of the Customer initiatives to improve