Lenovo

Proficiency in English and Polish is required.

This role is based in Sofia (Bulgaria).

Your Key Responsibilities will be:

• Serve as the primary point of contact for ISG hardware, software, and overall problem resolution.
• End-to-end case management.
• Provide live call center technical support using multiple systems, including phone, chat and eTicketing.
• Interface and collaborate with peer Geo Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
• Ownership of all software, hypervisor, configuration, infrastructure, and usability issues
• Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software development teams, as well as hardware problem determination and hardware services delivery providers
• Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution

• 3+ years of direct contact center experience in similar Intel and AMD based hardware environments.
• Prior experience as a Level 2 contact center agent
• Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between component and the data flow
• Shift assignment plus weekend and holiday coverage may be required.

You will be reporting to EMEA ISG Manager.

What We Will Offer: 

• An open and stimulating environment within one of the most forward-thinking IT companies.
• Flat structures and fast decision-making processes.
• A modern and flexible way of working to combine personal and professional life, working from home.
• An international team with a high focus on Gender Diversity.
• Attractive compensation package.