Social Media Customer Support Consultant (SMCSC)

Sutherland
Bogotá
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsEducation: high_schoolSkills: ["Customer advocacy","Conflict management","Communication","Problem-solving","Trend analysis"]

Provide customer support and resolve issues through social media, online communities, review sites, forums, blogs, and other digital channels. Serve as a frontline brand representative with empathetic, personalized responses while protecting customer experience and Lenovo’s brand reputation. Triage requests to the right support path, troubleshoot within approved boundaries, escalate sensitive cases, and identify trends to improve content, communications, and customer experience outcomes.

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FursaFursa
Sutherland
Sutherland
3 days ago

Social Media Customer Support Consultant (SMCSC)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Provide customer support and resolve issues through social media, online communities, review sites, forums, blogs, and other digital channels. Serve as a frontline brand representative with empathetic, personalized responses while protecting customer experience and Lenovo’s brand reputation. Triage requests to the right support path, troubleshoot within approved boundaries, escalate sensitive cases, and identify trends to improve content, communications, and customer experience outcomes.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Respond to customer inquiries, issues, complaints, and service requests across social media and other digital channels.
  • •Provide personalized, brand-aligned responses in public and private interactions while maintaining a professional tone and message consistency.
  • •Guide customers to the appropriate support path based on issue type, product eligibility, and service requirements; troubleshoot within approved boundaries and escalate when needed.
  • •Identify trending issues, recurring complaints, sentiment shifts, and potential service-impacting events, then support continuous improvement efforts.
  • •Research customer history and support content to deliver accurate responses while protecting privacy and complying with social media governance and data protection policies.

Key Requirements

  • •High School Diploma required.
  • •1-2 years of experience in customer service, technical support, social media support, digital engagement, online communities, or contact center operations.
  • •Experience supporting customers through social media platforms or digital channels in public-facing customer service environments.
  • •Strong understanding of social media and digital customer care platforms (e.g., Facebook, Instagram, X/Twitter, YouTube, LinkedIn, TikTok) and online communities.
  • •Ability to troubleshoot basic technical issues, communicate clearly, and use CRM/ticketing/knowledge-base tools to provide accurate responses.
Experience:1-2 yearsCustomer serviceTechnical supportSocial media supportDigital engagementOnline communitiesContact center operations
Education:High School
Skills:Customer advocacyConflict managementCommunicationProblem-solvingTrend analysis
Languages:SpanishEnglish
Tech Stack:FacebookInstagramX (Twitter)YouTubeLinkedInTikTokOnline communitiesForumsBlogsReview sitesTicketing platformsCRM systemsKnowledge basesDigital engagement toolsMicrosoft 365Google WorkspaceWeb browsers

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
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