Lenovo

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 Brazil, with work place in São Paulo or Indaiatuba (portuguese language). 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. 

Key Functional Skills:

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

• 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

• Intermediate level of English and Spanish 

• Hybrid role in our offices in Indaiatuba: 3 times a week in the office and 2 times remotely.

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