Lenovo

As a First Responder on our Infrastructure Solutions Group Premier Support team, you will be the initial point of contact for our customers seeking assistance with datacenter systems and devices. Your role is crucial in maintaining customer confidence in our support structure and ensuring a high level of customer satisfaction.

You’ll be part of an extremely versatile team of Support Engineers who help drive excellent service to our clients and customers. In this role, you will be providing live call center technical support using multiple systems, including phone, chat, and eTicketing. As an Intake First Responder, you will oversee the efficient handling and distribution of incoming support requests to ensure timely and effective customer service. Your role is critical in managing workflow, prioritizing cases, and maintaining service standards within the team and prioritize call loads appropriately.

Case Intake and Initial Problem Determination:
Handle incoming support requests via phone, chat, and eTickets, ensuring accurate logging, categorization, and prompt intake. Perform initial triage, log collection, and case creation with recommended solutions before escalation to Level 2 (L2) support.

Case Escalation and Routing:
Route unresolved issues to L2 teams, initiate work orders for field services based on triage or L2 recommendations, and document case details accurately to ensure seamless escalation.

Customer Interaction and Follow-Up:
Communicate effectively to understand and address customer issues, maintain a professional demeanor, and provide updates on case status. Coordinate with customers, field service teams, and the Parts Escalation Desk (PED) as needed to resolve cases.

Case Administration and Collaboration:
Perform compliance checks, assist L2 engineers, and work with customers to drive case resolution. Collaborate with global teams to ensure smooth transitions across time zones.

Content Creation and Process Improvement:
Contribute to Wiki content, participate in team meetings to improve case management strategies, and support initiatives to enhance processes and customer experiences.

Additional Duties:
Handle other technical and administrative tasks required for case resolution and customer satisfaction.

Basic Qualifications

• High school diploma or equivalent
• 1+ years of experience in customer support or technical support
• Familiarity with datacenter environments or devices

Preferred Qualifications:

• Associate’s or bachelor’s degree in information technology, Computer Science, or a related field
• Strong analytical and problem-solving skills.
• Exceptional verbal and written communication skills.
• Ability to excel in a fast-paced, high-pressure environment.
• Proficiency with ticketing systems and customer support software.
• Foundational understanding of datacenter operations and equipment.
• ITIL Foundation certification or equivalent (preferred).