Technical Support Agent (TSA) - Tier 1 ENG

Формат работы

onsite

Тип работы

fulltime

Грейд

junior

Английский

Страна

Colombia

Вакансия из Hirify Global, списка международных tech-компаний
Для мэтча и отклика нужен Plus

Мэтч & Сопровод

Для мэтча с этой вакансией нужен Plus

Описание вакансии

Текст:

TL;DR

Technical Support Agent (TSA) - Tier 1 ENG (Technical Support/Customer Service): Providing frontline technical support for Lenovo customers across phone, email, chat, and ticketing channels with an accent on hardware, software, networking, warranty validation, and case documentation. Focus on diagnosing complex user issues, managing unresolved cases through completion, coordinating escalations, and maintaining customer privacy and service quality.

Location: Bogotá, Colombia

Company

Customer support organization providing frontline technical support services for Lenovo customers.

What you will do

Provide technical support and customer service through phone, email, chat, e-ticketing, and approved support platforms.
Capture and validate customer, product, warranty, and case information.
Diagnose and resolve hardware, software, networking, and system issues using approved Lenovo workflows and tools.
Manage customer inquiries, case updates, callbacks, unresolved cases, and follow-up through resolution or handoff.
Escalate cases requiring additional expertise to Level 1.5 Technical Support Specialists or other support teams.
Document troubleshooting, resolutions, escalations, and customer interactions while meeting quality, productivity, service-level, and customer-satisfaction standards.

Requirements

High school diploma and a technical vocational course in computer maintenance, information technology, systems support, or an equivalent qualification.
At least one year of experience in technical support, help desk, service desk, IT support, or customer-facing technical support.
Knowledge of Windows 10 and Windows 11, Microsoft 365, PC hardware, BIOS/UEFI, drivers, firmware, storage devices, and diagnostic tools.
Understanding of Wi-Fi, Ethernet, Bluetooth, VPN, TCP/IP, DNS, DHCP, remote support tools, CRM systems, and ticketing platforms.
Spanish at native or near-native level and English at B1 or higher are required.
Strong troubleshooting, communication, active listening, documentation, multitasking, customer ownership, and data-protection skills; typing speed of at least 35 WPM is required.

Culture & Benefits

Full-time work supporting customers through multiple technical support channels.
Structured Lenovo support processes, troubleshooting workflows, and escalation procedures.
Responsibility for protecting customer privacy and following information-security and compliance policies.
Performance expectations cover quality, productivity, customer satisfaction, attendance, and service levels.

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