General Information

Req #
WD00000543
Career area:
Services
Country:
United Kingdom
State:
Renfrewshire
City:
Renfrew
Date:
Wednesday, May 19, 2021
Working time:
Full-time

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. 

And we go big. No, not big—huge.

We’re not just a Fortune 500 company, we’re one of Fortune’s Most Admired. We’re in 180 countries, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, we help millions—not just the select few—experience our version of a smarter future. 

The one thing that’s missing? Well… you...

Description and Requirements

We are Lenovo! 

Currently the number one PC vendor worldwide, we continue to be the fastest growing company in our respective field. We’re a leader in genuine innovation, dreaming up – and building – the technology and services that enable and inspire progress around the world.

We are now looking for a Technical support centre agent with German..

Your key responsibilities will be:
• Serve as the primary point of contact for DCG hardware, software, and overall problem resolution responsible for end-to-end case management. Agent is logged into telephony system and performs direct contact centre role via phone, eTicketing, chat, and forums. Agent will interface and collaborating with peer Geo Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
• Ownership of all software, hypervisor, configuration, infrastructure, and usability issues
• Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software development teams, as well as hardware problem determination and hardware services delivery providers
• Ensure customer incident resolution at industry leading incident closure rates
• Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution
• Accurately diagnose problem severity levels and prioritize call loads appropriately
• Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols
• Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required
• You need to be bilingual - German & English

Position Requirements:

Position Requirements:
• 3+ years of direct contact center experience in similar Intel based hardware environments
• Prior experience as a Level 1,2 contact center agent
• Experience troubleshooting

As a Lenovo Employee you will a wealth of benefits, for example:
• Competitive Compensation Package
• Flexible Benefits
• Excellent Pension Scheme
• Career Development Plan
• Positive work life balance
• 4x Life Insurance
• Private Medical Insurance (including family coverage)
• Employee Purchase Programme
• Lenovo Sales Excellence Training Courses

Don’t miss this fantastic opportunity and apply today!
 

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