Tier 1 Tech Support Agent - Multichannel & Warranty

Sutherland; Bogotá ciudad; On-site; COP 33,480,000 - 61,380,000; Full time

Job summary

Lenovo is seeking a Technical Support Agent (TSA) Tier 1 ENG for Bogotá, Colombia. The role provides frontline technical support across phone, email, chat, and e-ticketing, diagnosing and resolving hardware, software, and networking issues using Lenovo workflows.

You will handle customer inquiries, validate warranties, document interactions, and ensure a high-quality customer experience. Ideal candidates have strong troubleshooting skills, experience across multiple channels, and knowledge of

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.
• 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.

Job description

Lenovo is seeking a Technical Support Agent (TSA) Tier 1 ENG for Bogotá, Colombia. The role provides frontline technical support across phone, email, chat, and e-ticketing, diagnosing and resolving hardware, software, and networking issues using Lenovo workflows.

You will handle customer inquiries, validate warranties, document interactions, and ensure a high-quality customer experience. Ideal candidates have strong troubleshooting skills, experience across multiple channels, and knowledge of