Technical Support Agent (TSA) - Tier 1 SPA

Sutherland
Bogotá
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1+ yearsEducation: high_schoolSkills: ["Strong troubleshooting","Problem-solving","Active listening","Customer empathy","Documentation & case management"]

Provide frontline technical support and customer service for Lenovo through phone, email, chat, and e-ticketing. Validate warranty entitlement, capture accurate customer and case details, troubleshoot hardware/software/network issues using approved workflows, and manage case status and follow-ups. Maintain ownership until resolution, escalate complex cases to Level 1.5 specialists, and document interactions while protecting customer privacy and meeting service-level performance standards.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Sutherland
Sutherland
3 days ago

Technical Support Agent (TSA) - Tier 1 SPA

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Provide frontline technical support and customer service for Lenovo through phone, email, chat, and e-ticketing. Validate warranty entitlement, capture accurate customer and case details, troubleshoot hardware/software/network issues using approved workflows, and manage case status and follow-ups. Maintain ownership until resolution, escalate complex cases to Level 1.5 specialists, and document interactions while protecting customer privacy and meeting service-level performance standards.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide technical support and customer service via inbound/outbound calls, email, chat, e-ticketing, and approved support channels.
  • •Capture and validate customer information, product details, warranty entitlement, and case data accurately.
  • •Diagnose, troubleshoot, and resolve hardware, software, networking, and system issues using approved Lenovo workflows/tools.
  • •Manage case status requests, provide updates/next steps, and perform proactive follow-up callbacks for unresolved or incomplete interactions.
  • •Escalate issues to Level 1.5 specialists or other teams when additional expertise is required, and document interactions and actions while protecting privacy.

Key Requirements

  • •High school diploma required.
  • •Technical vocational course in computer maintenance/repair, IT, systems support, or equivalent required.
  • •Minimum 1 year of experience in technical support, help desk, service desk, IT support, or customer-facing technical support.
  • •Knowledge of Windows 10 and Windows 11 operating systems, plus Microsoft 365 user-level troubleshooting.
  • •Strong troubleshooting, problem-solving, and documentation/case management skills.
Experience:1+ years
Education:High School
Skills:Strong troubleshootingProblem-solvingActive listeningCustomer empathyDocumentation & case management
Languages:SpanishEnglish
Tech Stack:Windows 10Windows 11Microsoft 365Device ManagerBIOS/UEFIFirmware updatesLenovo diagnostic toolsSSDDisk managementData transfer conceptsWi-FiEthernetBluetoothVPNTCP/IPDNSDHCPRemote support toolsCRM systemsTicketing platforms

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor