Technical Support Agent (TSA) - Tier 1 ENG

Sutherland
Bogotá
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Troubleshooting","Problem-solving","Communication","Active listening","Customer ownership"]

Provide frontline technical support for Lenovo customers across phone, email, chat, and e-ticketing. Validate warranty entitlement and customer details, diagnose and troubleshoot hardware, software, networking, and system issues using approved workflows, and manage case status updates through resolution or escalation. Document every interaction in support systems while protecting customer privacy and meeting performance, quality, productivity, attendance, and service-level standards.

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FursaFursa
Sutherland
Sutherland
3 days ago

Technical Support Agent (TSA) - Tier 1 ENG

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

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

Job Summary

Provide frontline technical support for Lenovo customers across phone, email, chat, and e-ticketing. Validate warranty entitlement and customer details, diagnose and troubleshoot hardware, software, networking, and system issues using approved workflows, and manage case status updates through resolution or escalation. Document every interaction in support systems while protecting customer privacy and meeting performance, quality, productivity, attendance, and service-level standards.
Location: Bogotá
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide technical support and customer service through inbound calls, outbound calls, email, chat, and e-ticketing using approved support channels.
  • •Capture and validate customer information, product details, warranty entitlement, and case data accurately, including reviewing customer history.
  • •Diagnose, troubleshoot, and resolve customer-reported hardware, software, networking, and system issues using approved Lenovo workflows and tools.
  • •Manage case status requests with accurate updates and next steps, including proactive follow-up callbacks for unresolved or incomplete interactions.
  • •Escalate issues to Level 1.5 Technical Support Specialists or other teams when additional expertise is required and document all actions while protecting customer privacy and complying with data protection policies.

Key Requirements

  • •High School Diploma required.
  • •Technical Vocational Course in Computer Maintenance and Repair, Information Technology, Systems Support, or equivalent required.
  • •Minimum 1 year of experience in a technical support, help desk, service desk, IT support, or customer-facing technical support role.
  • •Knowledge of Windows 10 and Windows 11 operating systems and basic troubleshooting using Microsoft 365.
  • •Spanish: native or near-native and English: advanced (B1) or higher required.
Education:High School
Skills:TroubleshootingProblem-solvingCommunicationActive listeningCustomer ownership
Languages:SpanishEnglish
Tech Stack:Windows 10Windows 11Microsoft 365PC hardwareLaptopsDesktopsWorkstationsDocking stationsDevice ManagerDriversBIOS/UEFIFirmware updatesLenovo diagnostic toolsStorage devicesSSDDisk managementData transferWi-FiEthernetBluetooth

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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