CSP Technical Specialist

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

Job Functions

• Research, troubleshoot and resolve technical issues involving, Azure Cloud Services, Microsoft 365, along with other Cloud & SaaS Products.
• Document all technical inquiries and develop content for knowledge base.
• Support key internal initiatives involving pre-release testing, validation, and documentation.
• This is a Global Support is provided 24/7 rotational shifts.
• Provide highly technical end-user support to clients via telephone, email, and ticketing system.
• Collaborate in a fast-paced environment with multiple internal teams for account & subscription management.
• Work 3PO wherever needed to support the scenarios.
• Work with Global Team Leads from Sale, Billing, and other LOB's.

Key Responsibilities

• Serve as the primary point of contact for Cloud Service, and overall problem resolution responsible for end-to-end case management. Log into telephony system and perform contact center role via phone, e-Ticketing, and email.
• Ability to quickly identify customer issues and being able to conduct in-depth diagnostics on O365, M365, Exchange migration, SharePoint and Intune product and services representing company.
• Resolve complex, collaborative calls working with teams.
• Ensure customer incident resolution at industry leading incident closure rates.
• Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.
• Accurately diagnose problem severity levels and prioritize call loads appropriately.
• Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols.
• Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required.