Lenovo

This a technical role within the Lenovo’s Premier Technical Support team based in Farnborough and Glasgow , United Kingdom. In this role you will be delivering best in class support to Lenovo’s Premier Support customers. Over phone and email, you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first time fix rates and dispatching parts engineers to site as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up and customer communication.

In this role, you will be based in our Farnborough or Bratislava office with our Premier Technical Support team and directly reporting to Technical Support Manager.

Responsibilities:

• Assist customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation
• Identify the cause of hardware/software faults and provide a solution
• Resolve over phone or email or onsite via parts and engineer dispatch
• Work with the Technical Account Management team to monitor and track issues to ensure a speedy resolution
• Advise & educate customers through a combination of experience & guideline documentation to ensure a solution to their technical issues
• Provide input on recurring customer problems and share said information with other technical team members when relevant
• Monitor own ‘open case’ workload and drive to closure

Requirements:

• Working Knowledge on Windows Operating Systems and MS Products
• Proven ability to troubleshoot both hardware and software across client products (notebooks, desktops, tablets)
• A positive can-do attitude with exceptional time management skills, adjusting workloads to rapidly changing priorities
• Pro-active attitude and willingness to learn
• Effective communication skills able to demonstrate active listening at all levels - written and verbal
• Ability to multitask, prioritize own workloads and keep within set out SLA’s
• Effective communication skills at all levels - written and verbal
• Fluent Business English