General Information

Req #
WD00039339
Career area:
Services
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Tuesday, September 6, 2022
Working time:
Full-time
Additional Locations: 
* Morrisville - North Carolina - United States of America

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

The one thing that’s missing? Well… you...

Description and Requirements

Premier technical support is a new and exciting Lenovo division. As a Premier Technical Support Specialist for LISS (Lenovo Integrated Service Solution) Products, you will work with customers in resolving technical issues beyond the standard level one support most provide. This position is a technical role within the Premier Technical Support team based in Morrisville, NC. In this role, you be delivering our best-in-class support to Lenovo’s customers. As part of your work, you will provide support via email and phone while accurately diagnosing reported problems within our client’s product environment, 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.


Roles:

  • Call center support technician position serving as L1, and L2 SME to customers, and call center agent team members.
  • Trainer to other RoW call center agents on LISS supported solutions
  • Interface between internal teams (such as solution engineers and L3 SMEs)  and customers.
  • Interface between external teams (third party component providers)  and customers.
  • Approve Knowledge Base information provided for LISS supported solutions.
  • Call center support technician to sales team members and pre production solutions on an as available basis

Responsibilities:

  • Support directing customer inquiries of in-production solutions.
  • Utilize CRM, and Knowledge base IT platforms for resolution tracking, triage support and escalation routing when necessary.
  • Serve as the clearing house of all trouble tickets generated to insure proper follow-up and SLA procedures are being maintained.
  • Escalation and tracking resolution activity when engaging L3 SW/HW development teams.
  • Work closely with Lenovo software development teams, in support of developing use case simulations, while validating features and diagnostics work as designed.
  • Input critical triage decision making data into CRM, and Knowledge base IT platforms for resolution tracking, triage and escalation routing when necessary.
  • service partners, and end-user/customers in deployment, and in-production phases.
  • Assist root cause of failures within the application, hardware, cloud architecture and/or customer OT/IT/IS environment.
  • Recreate “in-production” use cases in support of Lenovo field engineers, and customers. where the agent will have access to AR/VR test kits, cloud portal resources, and lab facilities for test purposes.
  • Maintaining awareness of the software lifecycle process in support of Lenovo solutions deployed in the field.

Responsibilities do not include but may be performed when activity is useful for agent training purposes:

  • Assist sales team members with training and issue resolution on LISS supported offerings.
  • Customer onboard and training activities – (not to include loading CXs into the portals)
  • On Site customer visits
  • Support of pre production LISS offerings. This includes solution support for early releases, beta releases, or anything else considered a pre-launch activity.
  • L3 investigation or troubleshooting of customer supported issues

Basic Requirements:

  •           BA/BS degree in IT, or equivalent expereince

·         2+ year of Microsoft office programs and PC technologies experience


Preferred Requirements:

       Project management / Program Manager / Escalation Management Experience

       Teamwork experience

       IT, Customer Services, Field Tech or Account Management


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.

Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo’s US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo’s accommodation process.

TO BE DELETED - Multiple Cities (OLD)
* Morrisville - North Carolina - United States of America