General Information

Req #
WD00078116
Career area:
Services
Country/Region:
Mexico
State:
Distrito Federal
City:
Mexico D.F.
Date:
Monday, February 24, 2025
Working time:
Full-time
Additional Locations: 
* Mexico - Distrito Federal - Mexico D.F.

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers. 

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

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 (Spanish 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, 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. 
 
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 
  • 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
Requirements:
  • Strong technical background with a passion for learning and growing within a team.
  • Excellent verbal and written communication skills to engage with customers at all levels.
  • Experience diagnosing and troubleshooting hardware and software issues in commercial devices (notebooks, desktops, tablets, etc.) in the field.
  • Customer-focused mindset with the ability to simplify complex technical details.
  • Intermediate level of English (Nice to have)
  • Intermediate level of Portuguese (Nice to have)


Additional Locations: 
* Mexico - Distrito Federal - Mexico D.F.
* Mexico
* Brazil - Distrito Federal
* Mexico - Distrito Federal - Mexico D.F.
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