Technical Support Agent (TSA) Tier 1 SPA

Job 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 :

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.
• 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 Support Positions

• Spanish: Native or Near-Native (Required)
• English: Basic (A2) 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

Remote Work :

No

Employment Type :

Full-time