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 Latin America countries. 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. 

Daily activities include but are not limited to: 

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

Job details: 

• 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

Postion requirements: