Multichannel Tech Support Specialist

Sutherland; Bogotá ciudad; On-site; COP 3,000,000 - 4,200,000; Full time

Job summary

Lenovo is seeking a Technical Support Agent (TSA), Tier 1, to provide frontline technical support and customer service across phone, email, chat and e-ticketing in Bogotá, Colombia.

You will diagnose hardware, software, and networking issues, validate warranty entitlement, document interactions, and coordinate with escalation teams to ensure issue resolution. Strong troubleshooting, Windows 10/11 knowledge, and clear communication in Spanish and English are required.

Qualifications

• High School Diploma required.
• Technical Vocational Course in Computer Maintenance and Repair, Information Technology, Systems Support, or equivalent required.

Responsibilities

• 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.

Job description

Lenovo is seeking a Technical Support Agent (TSA), Tier 1, to provide frontline technical support and customer service across phone, email, chat and e-ticketing in Bogotá, Colombia.

You will diagnose hardware, software, and networking issues, validate warranty entitlement, document interactions, and coordinate with escalation teams to ensure issue resolution. Strong troubleshooting, Windows 10/11 knowledge, and clear communication in Spanish and English are required.