Technical Support Agent (TSA) - Tier 1 ENG

Company Description

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 technical expertise is required.
• Maintain ownership of assigned cases and ensure proper follow-through until resolution, closure, or formal handoff.
• Document customer interactions, troubleshooting activities, resolutions, and escalation actions accurately within approved systems.
• Protect customer privacy and follow all Lenovo policies regarding data protection, information security, and compliance.
• Meet operational performance standards related to quality, productivity, customer satisfaction, attendance, and service levels.

Qualifications

Qualifications

Education

• High School Diploma required.
• Technical Vocational Course in Computer Maintenance and Repair, Information Technology, Systems Support, or equivalent required.
• College degree preferred.

Experience

• Minimum one (1) year of experience in a technical support, help desk, service desk, IT support, or customer-facing technical support role.
• Experience supporting customers in a customer-facing environment required.
• Experience supporting customers through multiple channels such as voice, email, chat, e-ticketing, or online support tools preferred.
• Knowledge of PC hardware, software, and technology industry products preferred.

Knowledge & Technical Skills

• Strong troubleshooting and problem-solving skills.
• Knowledge of Windows 10 and Windows 11 operating systems.
• Understanding of Microsoft 365 applications and user-level troubleshooting.
• Knowledge of PC hardware, laptops, desktops, workstations, docking stations, peripherals, and related technologies.
• Familiarity with Device Manager, drivers, BIOS/UEFI, firmware updates, and Lenovo diagnostic tools.
• Understanding of storage devices, SSDs, disk management, and data transfer concepts.
• Knowledge of Wi-Fi, Ethernet, Bluetooth, VPN, TCP/IP, DNS, DHCP, and basic networking concepts.
• Familiarity with remote support tools, CRM systems, ticketing platforms, and knowledge base tools.
• Ability to work effectively in a multi-system technical support environment.
• Strong documentation and case management skills.
• Typing speed of at least 35 WPM required.
• Typing speed of at least 45 WPM and 90% accuracy required for email, chat, and digital support positions.

Communication & Customer Service Skills

• Excellent verbal and written communication skills.
• Strong active listening and customer empathy.

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• Ability to communicate technical information clearly to non-technical users.
• Strong customer ownership and follow-through mindset.
• Ability to manage difficult customer situations professionally and effectively.
• Ability to multitask across multiple channels while maintaining quality and accuracy.

Language Requirements

• Spanish: Native or Near-Native (Required)
• English: Advanced (B1) or Higher (Required)

Core Competencies

• Technical Troubleshooting
• Customer Service Excellence
• Multi-Channel Support
• Warranty Validation
• Case Management & Documentation
• Problem Solving & Critical Thinking
• Escalation Management
• Technical Communication
• Customer Ownership
• Adaptability & Learning Agility
• Attention to Detail
• Time Management & Multitasking
• Customer Privacy & Data Protection Compliance
• Continuous Improvement Mindset

Additional Information