Technical Support Agent (TSA) - Tier 1 ENG
- Full-time

ob Description

The Technical Support Agent provides frontline technical support and customer service across multiple channels, including phone, email, chat, e-ticketing, and other approved Lenovo support platforms. The role is responsible for capturing customer information, validating warranty entitlement, diagnosing and resolving technical issues, managing customer inquiries, documenting interactions, and ensuring a positive customer experience throughout the support lifecycle.

The Technical Support Agent serves as the first point of contact for customers, using approved troubleshooting methodologies and Lenovo support processes to resolve issues efficiently while maintaining service quality, compliance, and customer satisfaction standards. The role also supports High Priority Support activities, including proactive follow-ups, scheduled callbacks, unresolved case management, and escalation coordination to ensure customer issues are addressed through completion.

Key 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 technica

📌 Technical Support Agent (Bogotá, D.C.)
🏢 Sutherland
📍 Bogotá, D.C.