Lenovo

Role Summary: This is a highly technical customer-focused role within Premier Support, Lenovo’s highest-level service offering for our commercial range of laptops, desktops, tablets and smart office devices.

Key Responsibilities

• Premier Support teams around the world, delivery best-in-class support to Lenovo’s Premier Support customers Over phone, email. chat, you will deploy advanced troubleshooting and exceptional customer service skills to diagnose and resolve faults, and where necessary, dispatch parts and field engineers to site to conduct NBD repairs.
• You will oversee every case from start to finish, demonstrating exceptional case management, follow-up, and communication to ensure the highest levels of customer satisfaction.
• Advises & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
• Provide input on recurring customer problems and share that information with other technical team members when relevant.
• Monitors own ‘open case’ workload and drives to closure
• You will be supported by a team which includes L2 and L3 senior engineers, a
• dedicated Technical Trainer and Quality Assurance coach and a team of
• Technical Account Managers and Technical Support Managers
• As a member of a rapidly expanding team you will be well-positioned for
• personal and professional growth with a variety of secondary and tertiary roles such as those mentioned above and more.

Education & Experience

• Diploma or Degree in Information Technology or related discipline
• 2-5 years of experience in Client Technical Support roles.
• Excellent communication and customer relations skills.
• Experience with IT Services and Working with Field Service Providers.
• Working Knowledge of Windows Operating Systems and MS Products.
• Technical Knowledge of troubleshooting PC’s & Computers (Notebook, Desktop, & Tablets)