Social Media Customer Support Consultant (SMCSC) at Sutherland in Bogotá, CUN

Job description

Job Description The Social Media Customer Support Consultant (SMCSC) is responsible for providing customer support and issue resolution through social media, online communities, review sites, forums, blogs, and other digital engagement platforms. The role acts as a frontline brand representative, delivering personalized, empathetic, and professional responses while protecting the customer experience and Lenovo brand reputation. The SMCSC serves as a digital customer advocate by identifying the most appropriate support path based on customer needs, product eligibility, and service requirements. The role also supports trend identification, Voice of the Customer initiatives, escalation management, sentiment monitoring, and continuous improvement efforts across customer experience channels. This position requires excellent written communication skills, strong social media awareness, sound judgment, technical aptitude, customer advocacy, and the ability to navigate sensitive or public customer interactions professionally. Key Responsibilities Respond to customer inquiries, issues, complaints, and service requests through social media, online communities, review sites, forums, blogs, and other digital channels. Provide personalized, brand-aligned, and customer-focused responses in both public and private interactions. Guide customers to the appropriate support path based on issue type, product, entitlement status, and available service options. Troubleshoot customer concerns within approved support boundaries and escalate when additional assistance is required. Identify trending issues, recurring complaints, customer sentiment shifts, and potential service-impacting events. Escalate urgent, high-risk, sensitive, or brand-impacting situations according to established procedures. Research customer history, support documentation, and knowledge content to provide accurate and consistent responses. Support Voice of the Customer initiatives by identifying recurring customer pain points, feedback trends, and improvement opportunities. Maintain professional tone, messaging consistency, and brand standards across all supported digital channels. Protect customer privacy and ensure compliance with social media governance, security, and data protection policies. Support moderation activities and monitor digital channels for inappropriate content, abuse, or policy violations when applicable. Provide feedback and recommendations to improve customer communications, support content, processes, and customer experience outcomes. Qualifications Education High School Diploma required. College coursework or degree in Communications, Marketing, Business Administration, Customer Experience, Information Technology, or related fields preferred. Experience Minimum 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, digital channels, or public-facing customer service environments preferred. Technical support experience, customer experience management, or brand engagement experience preferred. Experience working in SLA-driven customer support environments preferred. Knowledge & Skills Strong understanding of social media and digital customer care platforms including Facebook, Instagram, X (Twitter), YouTube, LinkedIn, TikTok, online communities, forums, blogs, review sites, and complaint platforms. Ability to troubleshoot basic technical issues and explain solutions in a customer-friendly manner. Familiarity with CRM systems, ticketing platforms, knowledge bases, and digital engagement tools. Ability to research support content, customer history, and operational information to provide accurate responses. Knowledge of Microsoft 365, Google Workspace, modern web browsers, and commonly used customer applications preferred. Strong understanding of customer experience principles, digital engagement,