Premier Support TSS

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Lenovo Premier Support is the top service offered by Lenovo to their customers. As a Premier Technical Support Specialist, you will work with customers in resolving technical issues beyond what a standard level one support must provide.

This position is a technical role within the Premier Technical Team that supports Latin America countries. In this role, you will be delivering our best-in-class support to Lenovo’s customers. As part of your work, you will provide support via e-ticket, email, chat and phone, while accurately diagnosing reported problems within our client’s product environment (commercial notebooks, desktops, tablets, smart and AR/VR devices), dispatching parts and service to customer sites as needed.

You will also be handling customer escalations with support from our Level 2 Engineers and Technical Account Managers as needed. The ideal candidate will be highly technical and have an inner drive to learn even more as part of a growing team, and also will have high developed communications skills (verbal and written) to deal with customers at any level.

Daily activities include but are not limited to:

• Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service related issues

Job details:

• Troubleshoot to identify hardware and software issues in many different customer environments.

• Advise and educate customers through a combination of experience/documentation to ensure a solution.

• Translate complex technical details/instructions to each customers level

• Provide closed loop feedback on recurring issues with teammates and relevant engineering staff

• Work with Technical Account Managers (TAM) to monitor and track issues to ensure accurate resolution.

• Actively monitor case workload and drive to closure within SLA’s.

• Document all the interactions in Lenovo´s CRM

Postion requirements:

Proven troubleshooting skills

Experience with PC Products (Desktop, Notebook), would be a plus if is on Lenovo hardware

Experience within an IT Services environment

Experience with Windows Operating Systems, Microsoft Products, and Command line troubleshooting

Multi-tasker with the ability to prioritize in a fast paced, dynamic work environment

Quick learner with a proven ability to learn new and changing

Need to work Monday to Friday, including some holidays

Pre-Requisites:

Desirable:

Knowledge/Experience with network Hardware/Software setup and troubleshooting, including wireless networks

Experience working with Workstations

Experience with computer Peripherals and their interfaces

Microsoft Dynamics or other CRM experience